Customer Account Manager / Inside Sales - Hybrid Schedule

The Customer Account Manager - MPG (Mansfield Power & Gas) is responsible for implementing the MPG sales strategy within their primary assigned market area. Responsibilities include discovering, qualifying and closing new client opportunities and provide support to outside sales personnel with data collection, middle and back-office functions; serving as the operational point of contact for MPG customers and manage the day-to-day functional relationship. The MPG Customer Account Manager will develop and build strong relationships with their clients and prospects, as well as internal stakeholders, to create a positive customer experience that drives growth in both current and future sales. This role is dedicated to providing best-in-class customer service including relationship management, sales organization engagement, new business integration, business/technical support, account profitability support, and high-level issue resolution.

Responsibilities

Relationship Management

• Develop and implement a regular communication strategy to connect with existing customers at the corporate and/or local level; communication should be focused on high level customer satisfaction components
• Coordinate with various departments to ensure high level of operational issues are resolved completely and in a timely manner on behalf of the customer
• Support sales team and pricing desk requests throughout sales cycle to compile prospective customer service location attributes
• Respond to RFP's referred by outside sales team from brokers, consultants or customers for standardized pricing models
• Manage lead generation efforts for accounts with less than 10,000 dths annual volume in MPG service area.

• Work closely with sales integration to manage input and updates within onboarding system
• Effectively present information and respond to questions from managers, clients, customers, and the general public
• Refer sales opportunities greater than 10,000 dths annual load to executive sales team for further qualification
• Ethically and professionally represent Mansfield Energy, our products and programs to customers and prospects
• Manage goals/metrics to provide daily, weekly, or monthly reporting as required
• Maintain assigned levels of sales activity for new and existing clients to produce consistent results above sales objectives
• Maintain a high awareness of the competitive environment, natural gas marketing trends, and current pricing strategies and utility tariffs
• Ensure internal processes are executed to meet or exceed customer expectations
• Coordinate with Direct Sales, Supply and Customer Care Teams to ensure a seamless onboarding experience, service fulfillment and customer retention.
• Ensure customers service quality, efficiency, and accuracy with all transactions; resolve customer complaints in a friendly and tactful manner; research and resolve complex customer issues and escalate as appropriate.
• Proactively prepare strategies to prevent recurring issues from impacting customer retention

Sales Support

• Maintain a thorough understanding of our products and services; align gross margin with annual usage
• Coordinate efforts between various MPG departments and Mansfield shared services associated with the preparation of bid request, submissions and approvals

• Collaborate with pricing desk and Direct Sales Team on new business or renewal of key accounts to ensure all products and service offerings being executed upon are known and communicated to all impacted
• Collaborate with the Direct Sales reps on customer
• Ensure bid documentation is compliant with company credit policy, pricing requirements and product model standards
• Compile, maintain and update documentation or customer database as necessary during the bid process
• Follow-up on status of bids
• Serve as the primary point of contact with the potential customer throughout the bid process, requesting and gathering necessary information from prospective and current customers in order to properly price products and services
• Work with pricing desk to find new products and services that meet customer needs
• Assist in ensuring a smooth onboarding of any won bids with the operations team

• Escalate any non-standard terms and conditions to management or legal as appropriate
• Maintain accurate and complete information for assigned customer accounts and activities in billing system

Reporting/Documentation

• Assist leadership with updates and submission of weekly/monthly/ad hoc reporting including the SCAR
• Provide business intelligence regarding trend analysis on productivity, margins, rates, service offerings, etc.
• Complete and maintain accurate records of approved deals and communications
• Analyze customer profitability and drive improvement through others that result in optimizing account profitability
• Understand sales pipeline and impact on the organization, monitor renewal opportunities and timing and support Direct Sales team in sales effort

Position Requirements

Formal Education & Certification

• Bachelor's degree or equivalent

Knowledge & Experience

• Natural Gas Industry knowledge preferred
• 1+ years business to business experience preferably in a sales analytics and customer account management type of role
• 1+ years of experience maintaining data, generating reports and extracting data from operating systems
• Natural Gas experience a plus
• Intermediate Microsoft Excel, Access and Outlook skills

Qualifications & Characteristics

• Ability to capture and document reporting requirements from multiple sources
• Strong written, verbal and presentation skills
• Strong analytical and problem-solving skills
• The ability to multi-task in a fast paced environment
• The ability to work in a team environment

Work Environment

• Hybrid work schedule available once training is completed (3 days in office, 2 days remote)
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse and other computer components

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.