Account Manager

Job Summary

The Account Manager develops, maintains and enhances relationships with interconnected customers and businesses including investor-owned utilities, rural cooperatives, municipal electric utilities, independent power producers, large industrial customers, and economic development and industry associations. The role involves leading Company efforts to identify customer issues for process improvements and improved satisfaction opportunities.

Essential Duties & Responsibilities

• Develops and implements plans to build customer support and credibility for the Company and its activities.
• Facilitates collaborative meetings with customers on agenda topics, relevant issues and measuring and monitoring effectiveness.
• Develops, maintains and manages positive business relationships with customers' senior level managers and other key decision makers, through understanding customer operations and energy-related applications and concerns.
• Aids Stakeholders in their building/facility expansions by facilitating interactions with corporate personnel regarding energy-related construction issues, substation issues, sub-transmission and transmission issues, changes in their load profiles.
• Establishes and maintains effective relationships with customers by communicating proactively through one-on-one meetings, routine phone calls and responding to special requests.
• Maintains a thorough understanding of customers' industries for changing needs.
• Works closely with the Project Management and Field Supervisors groups to coordinate required equipment outages to allow for system changes and upgrades at Stakeholder facilities.
• Negotiates with outage coordination department and Stakeholder's to mitigate risk to customers by identifying opportunities to reduce exposure.
• Minimizes equipment shutdowns by developing a long-term equipment outage schedule for periodic maintenance and capital projects.
• Establishes relationships with economic development advocates to ensure customer needs are identified and communicated with the appropriate audiences.
• Safeguards customer requests by thoroughly exploring them, reviewing them by appropriate management and providing options in a timely manner.
• Maintains awareness of legislative and regulatory developments in wholesale electric transmission industry. Identifies issues that affect company customers, makes recommendations and prepares communications to customers.
• Maintains the Company customer information in internal systems.
• Facilitates and leads meetings with various customers and supports company advocacy efforts. Prepares presentation material dependent on audience and messages to be delivered.
• Develops or enhances procedures that provide benefits to the company's customers.
• Provides support to Company departments including assistance in community events, scheduling outages, facilitating meetings and supporting communication efforts.
• Translates external customer requirements to match the Company's systems including outage communications and interconnection requests.
• Collaborates with generation operators at key substations to coordinate planned equipment outages that impact generation output.
• Supports Battery Energy Storage Systems (BESS) facilities to ensure they can operate effectively.
• Participates in tabletop exercises, direct study, seminars, system simulation exercises and field visits to maintain and increase personal knowledge of the transmission system and its equipment.
• Capable of multi-tasking, prioritizing and managing multiple tasks, issues or projects that may include high visibility initiatives and require innovation, teamwork and planning.
• Has working knowledge of Microsoft Office (Word, Excel, Outlook, and PowerPoint), Transmission Outage Application (iTOA), OSI Monarch OpenView, Asset Sentry, GIS.
• Communicates complex information clearly, concisely and effectively and creates and delivers presentations to audiences of varying knowledge level and size.
• Builds and maintains strong interpersonal and relationship building skills with an ability to leverage those skills with individuals at all levels internally and externally.
• Evaluates customer service efforts to ensure Company is perceived as offering value added service and solutions.
• Identifies and addresses problems, investigates solutions and presents options to Company's executive management and external customers with a calm and empathetic demeanor.
• Keeps confidential information secure and maintains a highly customer-focused attitude with a drive to continually meet and exceed customer needs.
• Works independently with minimal supervision and is available for on-call responsibility 24/7 to address unplanned incidents.

About Us

Make a Power Move - For the Greater Grid: Reliable. Resilient. Ready. As AI innovation, automation and economic growth reshape the way we live and work, the demand on our power infrastructure is growing fast. At ITC, we're building the greater grid that's ready for today's technology and tomorrow's possibilities. Our people bring the power - fueling innovation and strengthening the grid every day. We're looking for individuals who are ready to make a power move and help us build a greater grid for a more reliable and affordable energy future. ITC offers industry-leading compensation, benefits and opportunities to channel your energy into solutions. We foster a culture of belonging - where every voice is valued, differences are celebrated and everyone has the opportunity to thrive. Make a power move today.