Responsible for establishing, managing and enhancing relationships with strategic business customers, and segments who are complex users of energy and water, have a significant impact on the organization and community, and have complex and unique utility service needs. This position includes assuming leadership roles in associations that represent the strategic business accounts or segments and serve as point of contact for understanding segment needs and utility consumption patterns. Incumbents provide solutions to both individual customer issues and coordinate services to meet segment needs as well.
Incumbents are responsible for complex contract negotiations associated with utility service (e.g., second feed, enhanced power, rate options, unique operational agreements, etc.). They are also responsible for leading and/or contributing to strategic and departmental continuous improvement projects, programs, and services.
ESSENTIAL DUTIES AND RESPONSIBILITIES The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all inclusive.
Builds and maintains effective long-term relationships and a high level of satisfaction with key senior-level decision makers and influencers (often face-to-face); represents the organization and customer in a highly professional and confidential manner
Resolves complex problems requiring customized solutions that frequently involve financial analysis, business and customer risk analysis, legal review, and knowledge of tariffs and regulations as well as technical utility knowledge
Meets with customers to identify goals and objectives; develops account plans, including milestones, resource requirements, deliverables, and monitoring processes
Represents customer goals and objectives to organization stakeholders; identifies applicable standards and policies; determines best solutions for issues not clearly stated within standards and policies
Educates customers on utility-related issues (e.g., energy, stormwater, wastewater, and water management best practices, energy conservation, renewable options, etc.); assists customers in understanding individual usage patterns and associated costs; responds to customer questions on how industry changes may affect their business and/or operations
Leads and participates in strategic and departmental continuous improvement initiatives that address policies and processes that impact business customers
Provides periodic communications to stakeholders on the status of efforts to enable customers to reach goals and objectives
Coordinates and participates in negotiations between customer and organization in the development of agreements and/or contracts
Documents key issues as well as decision steps used in determining and implementing resolutions
It is the responsibility of all employees to comply with the safety and health program in support of an incident and injury free workplace
May be assigned special projects as project manager
Assist with emergency communications for key accounts and large commercial customers identified, as needed; coordinate with other department staff to provide coverage for key accounts emergency needs.
Coordinate City and Utilities resources for investigating, resolving and responding to key and large commercial customer service issues concerning rates, billing, metering, power and water quality and reliability, facility expansion and modifications.
Identify and champion development of new customer-focused policies, programs, and strategic opportunities, critical to sustaining progressive and responsible businesses.
Develop and maintain program reports; track contacts and other activity utilizing account tracking databases; keep Utilities senior management informed of customer issues, successes and items of interest.
Participate as customer liaison in facility assessments and engage with subject matter experts.
Establish an online presence for engaging with customers.
Perform on-call duty that supports quickly and effectively responding to outages with media, website and social media, and being prepared to go to outage site or an emergency operations center, as needed. Performs other related duties as assigned.
This position may have supervisory responsibilities.
KNOWLEDGE, SKILLS, AND ABILITIES
Solid Knowledge of:
Applicable codes, tariffs, rules and regulations
General utility operations
General accounting, budget, financial, and business analysis, principles and practices
Computers, software applications, and internet tools
Opening/closing utility service agreements
Advanced communication principles
All applicable safety procedures
Critical thinking and problem solving
Written and verbal communications
Listening to and responding to customer concerns
Managing relationships and conflict
Negotiating contracts and agreements
Effectively interacting with cross-functional disciplines to reach sustaining solutions to issues
Knowledge of Office Suite, and willingness to learn specialized software and applications
Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction
Following applicable safety procedures
Adjust to multiple and changing priorities, remaining flexible and open
Operate honestly, ethically and with integrity and be able to build trust
Demonstrate support for organizational changes and improvements
Produce quality, accurate, prompt and reliable results
Anticipate customer needs and fulfill them
Communicate clearly and concisely in writing and verbally
Continuously improve processes, efficiency and effectiveness of operations with a focus toward cost effectiveness
Maintain current knowledge base as technology and processes change
Identify and analyze issues creatively and thoroughly that may impact efficiency and lower costs
Develop schedules, including milestones and work breakdown activities
Understand the business of the organization
Foster and inspire cooperative working relationships and eliminate barriers to
Maintain compliance with company policies and procedures
Mentor others and set a good example
Continuously inform others of changes and communicate relevant topics timely
Seek input from others in problem-solving and decision-making processes
Be viewed as a reliable source of information
Make timely decisions based on facts and sound judgment; be able to explain rationale
Convert abstract ideas into understandable procedural guidance
Demonstrate individual commitment to an incident and injury free workplace. Takes personal responsibility for own safety and the safety of others. Is willing to stop work when safety concerns exist. Brings safety hazards to the attention of other workers and management