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The Customer Engagement Consultant leads customer engagement activities for a portfolio of utility-sponsored energy efficiency programs serving multifamily, commercial, and residential properties. This role is responsible for leading a customer engagement team, overseeing participation strategies, and cultivating strong relationships with multifamily building owners, property managers, and facility managers. The Customer Engagement Consultant serves as a strategic leader and trusted advisor, driving customer participation, satisfaction, and achievement of program energy savings goals. The ideal candidate has a background in energy efficiency, strong sales and/or customer service communication skills, and strong leadership skills to guide a program team to success.
Key Responsibilities
- Customer and Market Outreach: Conduct proactive outreach, meetings, presentations, events, and site visits to build awareness and increase participation in energy efficiency programs.
- Marketing Outreach Strategy: Develop and execute customer engagement strategies that increase awareness, participation, and retention across a portfolio of energy efficiency programs.
- Team Building: Develop team member proficiency in effective customer engagement communication methods to creatively meet the objectives of the program and the needs of the customer.
- Relationship Management: Build and maintain trusted relationships with property owners, property managers, facility managers, contractors, community organizations, and other market partners.
- Customer Consultation: Understand customer needs, identify relevant opportunities, explain available programs and incentives, and connect customers with appropriate resources and next steps.
- Customer Experience: Manage a portfolio of customer accounts to promote energy efficiency programs on a continuous basis. Maintain consistent follow-up, respond to questions, and help identify and address barriers to participation.
- Market Insights and Tracking: Document customer engagement and opportunities in CRM systems and use customer feedback and market trends to recommend improvements to outreach efforts.
- Internal Collaboration: Partner with program and technical teams to coordinate customer needs and support successful participation.
Required Qualifications
- Degree or equivalent combination of education and 3-5+ years of relevant experience in customer engagement, sales, account management, business development, utilities, energy efficiency, property/facility management, or a related field.
- Strong relationship-building, customer service, communication, and presentation skills.
- Strong organizational and follow-through skills with the ability to independently manage multiple customer relationships and priorities.
- Proficiency with Microsoft Office and experience using CRM or customer tracking systems.
- Ability to travel regionally up to 40%, including occasional overnight travel.
Preferred Qualifications
- Experience with utility or energy efficiency programs serving multifamily, commercial, or residential markets.
- Experience developing relationships with property owners/managers, facility managers, contractors, community organizations, or other market partners.
- Familiarity with energy efficiency programs, incentives, and customer participation processes.