Customer Account Manager / Inside Sales - Hybrid Schedule

Responsibilities

• Discover, qualify and close new client opportunities.
• Provide support to outside sales personnel with data collection, middle and back-office functions.
• Serve as the operational point of contact for MPG customers and manage the day-to-day functional relationship.
• Develop and build strong relationships with clients and prospects, as well as internal stakeholders, to create a positive customer experience that drives growth in both current and future sales.
• Develop and implement a regular communication strategy to connect with existing customers at the corporate and/or local level.
• 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.
• 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.
• 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.
• 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.
• Maintain a thorough understanding of our products and services; align gross margin with annual usage.
• 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 service.
• Compile, maintain and update documentation or customer database as necessary during the bid process.
• Follow-up on status of bids.
• 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.
• Aid leadership with updates and submission of weekly/monthly/ad hoc reporting including the SCAR.
• 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.

Qualifications

• 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.
• Skills: Intermediate Microsoft Excel, Access and Outlook skills.