VP Customer Value Optimization

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve.  Together, we are powering the growth and success of our community progress every day!

 

Application deadline: February 18, 2025

Pay Grade

Executive

Position Summary

Leads the Customer Design & Delivery, Managed Accounts, Customer Value Initiatives, Customer Technical Management and Military Account teams and provides cross-company executive leadership in delivery of customer requirements as it relates to both the gas and electric lines of business. The VP of Customer Value Optimization is responsible for continually building a robust team and programs by leading experts that focus on delivering initiatives that meet the needs of our customers, our community, the City of San Antonio and CPS Energy. Additionally, the VP of Customer Value Optimization will lead strategy, key interactions and relationships, delivery of CPS Energy’s CSAT, engineering and construction programs, revised customer satisfaction goals as related to customer delivery timelines, designs, processes, and internal and external communications. Included is the development of robust commercial and industrial resiliency and energy technical programs, as well as ensure the delivery of CPS Energy’s large commercial, industrial and military customer satisfaction goals.   In addition, this position will aggressively and proactively identify and drive the voice of the customer, as well as take every opportunity to leverage industry groups through membership and networking.

Tasks and Responsibilities

• Development and execution of engagement strategies for gas and electric services to new and existing customers.  This includes driving the success of strategies and providing actionable feedback regarding customer preferences, desired product / program attributes and / or modifications to existing CPS Energy customer-facing processes.
• Responsible for forecasting, planning and management of annual budgets
• Responsible for execution of project plan initiatives and milestones to deliver customer project on time and within customer budget that includes all military contracts
• Accountable for execution of business plan initiatives, contracts and milestones, including attainment of metrics specific to customer satisfaction, employee engagement, safety, and others as assigned
• Lead the development and execution of engagement strategies for gas and electric services to new and existing Customers, such as Large Developers and Master Planned Development Sites  
• Develops, cultivates and owns relationships with senior or highest level executives from within our segmented developer communities and serves as the customer advocate and single point of contact (one stop shop) for billing inquiries, line extensions, rate reviews, potential contract negotiations, and all requests for support/information, 24/7, 365 days of the year
• Generates service delivery leads by proactively contacting and discussing the strategic needs of developer/customer/military stakeholders to better understand what is needed from CPS Energy, and proactively identifies potential customers using all data sources available; leverage opportunities to sell gas services as applicable; including (1) initial planning meeting with appropriate CPS Energy personnel, including Rates, Financial Services, EDS, Gas, Planning and Forecasting, Business Development, etc. (2) providing foundational information about CPS Energy: service delivery requirements, infrastructure, product information (including gas), processes for delivery, etc. and (3) Coordinating joint leadership meetings at appropriate frequencies
• Teamwork and collaboration with a wide-range of stakeholders for analytics, including EDS and Gas, Finance/Rates, Business and Economic Development, Corporate Development and Planning, Corporate Communications & Marketing, Customer Engagement, Supply Chain, etc.
• Share key interactions with internal partners from a customer perspective to enhance our customer focused strategic goals and works with Key & Military Accounts as customer becomes energized to ensure smooth transition as project completes
• Develop customer centric strategies and tactics to achieve deeper customer understanding at the pre-launch and initial testing phases of new product, service, or process implementation
• Accountable for execution of business plan initiatives and milestones, including attainment of metrics specific to customer satisfaction, employee engagement, safety, on-time