The Client Manager provides customer service to PJM member companies and other stakeholders. The Client Manager is part of a team which serves as the primary point to provide service to these companies and respond to inquiries and requests received through multiple customer channels. The Client Manager responds to customer inquiries, calling on support of Knowledge Managers and Subject Matter Experts (SME) in other departments as needed; supports account management through analysis of call patterns and trends; and serves as the primary point of contact for member companies assigned to them. The Client Manager is responsible for gaining insights on member issues, concerns and priorities in order to increase customer satisfaction in dealing with the PJM organization. The Client Manager ensures that the Member’s input is captured accurately and used to influence enhancements to PJM’s tools, processes and services. This position reports directly to the Manager, Client Management.