KEY ACCTS MGR-ASSOC - SR

Key Accounts Manager

Serves as the primary contact for commercial and industrial customers with complex energy needs. This position builds and maintains customer relationships, analyzes energy and operational data, develops recommendations, provides proactive account management, and delivers energy education programs. The role serves as a liaison between customers and internal departments to facilitate services, resolve issues, and support customer satisfaction, retention, and growth.

Under the direction of the Manager-Key Accounts and New Service, the Key Accounts Manager serves as the primary contact for commercial and industrial customers with complex energy needs. This position is responsible for building and maintaining strong customer relationships, conducting site assessments, analyzing energy and operational data, and developing recommendations that support customer and business objectives. Provides proactive account management, delivers energy education and outreach programs, and serves as a liaison between customers and internal departments to facilitate services and resolve issues. This role acts as a trusted advisor and customer advocate, ensuring a high level of service while supporting customer retention, satisfaction, and growth.

Job Responsibilities

1. Serve as the primary liaison and trusted advisor between the utility and assigned key account customers, building strong relationships and ensuring exceptional customer service.
2. Maintain regular customer contact, identify business needs, and provide technical and financial solutions related to energy use, rates, billing, and utility services.
3. Analyze energy usage, billing, load, and operational data to identify trends, anomalies, energy conservation opportunities, and cost-saving recommendations.
4. Conduct facility assessments and energy evaluations; develop and present recommendations to improve energy efficiency, reliability, and operational performance.
5. Maintain expertise in utility rates, billing practices, metering systems, distribution systems, line extension policies, energy efficiency programs, and emerging energy technologies.
6. Develop and implement customer account plans, communication strategies, and outreach initiatives that support customer and organizational objectives.
7. Coordinate and lead cross-functional efforts to address customer concerns, facilitate new service requests and construction projects, and resolve complex issues.
8. Communicate outage information, service updates, and energy emergency notifications to customers and coordinate follow-up activities as needed.
9. Prepare and deliver presentations, energy education programs, and technical information to internal and external stakeholders.
10. Maintain accurate customer records, account history, and forecasting data within customer relationship management and business systems.
11. Monitor industry trends, customer developments, and market opportunities to support account growth, retention, and strategic planning.
12. Participate in continuous improvement initiatives and support the development of business processes, programs, and policies.
13. Comply with all applicable safety requirements, company policies, regulatory standards, and ethical business practices.
14. Perform other related duties as assigned.

Job Qualifications

Must possess required knowledge, skills, abilities and experience and be able to explain and demonstrate with or without reasonable accommodation that the essential functions of the job can be performed.

Education: Bachelor's degree in Engineering, Marketing, Business Administration, or degree in a related field or an equivalent combination of related education, training, and experience.

Years of Experience: 3+ years of relevant experience required; level will be determined based on total years of experience.

Minimum Knowledge, Skills and Abilities

1. Knowledge of key account management, customer relationship management, and customer engagement principles.
2. Knowledge of electric utility operations, including rates, billing, metering, reliability, distributed energy resources, renewable energy, demand response, energy efficiency, and conservation programs.
3. Knowledge of energy management principles, energy auditing techniques, energy-efficient technologies, building systems, and applicable building and energy codes.
4. Knowledge of utility distribution systems, new service processes, line extension policies, and construction practices.
5. Proficiency in Microsoft Office applications, Customer Relationship Management (CRM) systems, and data analysis tools.
6. Skill in analyzing energy usage, billing, load data, and technical information to identify trends, issues, and opportunities.
7. Skill in project coordination, organization, and leading cross-functional teams to achieve customer and business objectives.
8. Skill in developing and delivering presentations, educational programs, and technical information to diverse audiences.
9. Skill in verbal and written communication, negotiation, and relationship-building with customers, executives, technical personnel, and stakeholders.
10. Ability to explain complex technical and utility-related concepts to non-technical audiences and business leaders.
11. Ability to develop innovative solutions to complex customer issues while balancing customer needs and organizational objectives.
12. Ability to interpret utility tariffs, billing data, contracts, policies, regulations, and technical documentation.
13. Ability to manage multiple priorities, adapt to changing business needs, and maintain effective working relationships with internal and external stakeholders.
14. Ability to exercise sound judgment, maintain confidentiality, and demonstrate professionalism in all customer and business interactions.