Key Account Manager II (Electric Utility)

Purpose

The Key Account Manager II develops and maintains superior relationships with our large commercial, industrial and municipal customer accounts including both executive, government leaders and operators to promote growth and customer loyalty through excellent service.  This role is also responsible for new growth in our territories through partnering with state and local economic development agencies.  The Key Account Manager II needs to be proactive in recognizing customer needs and providing innovative solutions to meet those needs whether it be for growth, service or retention.  The service needs may include, but are not limited to: project management, billing/metering issues, power quality support, planned and unplanned outages, promoting energy efficiency projects, and other account management functions. This role identifies opportunities to enhance the communities we serve by individually participating and providing opportunities for other employees to participate in functions that reflect our company values.  This role requires knowledge of the electric commodity.

Accountabilities

• Work directly with large and strategic commercial & industrial and municipal customers to assess electric opportunities and develop a comprehensive service proposal. Identify and sell Energy Efficiency opportunities.
• Represent the company in targeted local/regional trade and business shows. Work with state and local economic development organizations to assist in landing new large customers to Liberty’s electric service territory. Proactive engagement with customers to monitor and manage customer satisfaction to drive loyalty. Advanced level of both verbal and written communication skills with a variety of internal and external customers, conflict resolution abilities, and active listening skills.                                                               
• A high degree of electric utility knowledge and theory in order to effectively communicate with internal and external customers. Responsible for providing timely information to key customers during emergencies on and off hours so that our key customers can make informed business decisions. This includes 24/7 support during on-call or prolonged outage scenarios.            
• Represent and advocate customer needs with internal departments when required, by directing issues to the proper channels for resolution improving customer satisfaction. Responsible for timely reporting of growth goals to senior management. Must have advanced understanding of innovative products, customer programs and offerings. Single point of contact accountability of assigned Managed Accounts.
• Must be able to accurately estimate customer load and CIACs and review other employees’ calculations for accuracy in accordance with rates and regulatory policy. Review and approve extension agreements to ensure policy interpretation is followed. Project manage key and municipal service requests by working directly with internal and external customers to provide quality service installations within specified agreed to timeframe.                                                                       
• Initiate community meetings to facilitate productive communication between the company and the communities we serve, including community outreach, special permitting, and answering questions. Represent the company at business and community events. Create and organize employee volunteer opportunities to enhance the communities the company serves. Coach and mentor team members and other employees to ensure project deadlines are met, processes are followed and opportunities are addressed.

Education and Experience

• Bachelor's Degree in relevant field
• 5+ years in account management function, building relationships and customer base
• Experienced representing company at various industry events in the community
• Strong understanding of the utility industry and associated customer programs