Manager, Customer Accounts

About the role

The Customer Accounts Manager provides operational leadership for two critical customer-facing functions: utility billing operations and key account management. Reporting to the Director of Customer Operations & Experience, this role is responsible for overseeing billing operations to ensure accuracy, resolve billing-related issues, and proactively maintain strong client relationships through effective communication with current and prospective customers. The Manager oversees integrating tactical execution with day-to-day oversight, identifies opportunities to streamline billing processes, improves efficiencies, enhances customer experience, and supports organizational initiatives.

Responsibilities

• Responsible for effective & efficient day-to-day operations focused on short-term goals and meeting deadlines.
• Leads, motivates, and develops team members.
• Implements the strategies and plans set by director by making them actionable tasks and internal focus on workflows, and processes.
• Oversees daily operations of utility billing and key accounts functions to ensure accuracy, compliance, and timeliness in customer billing.
• Develops, implements, and enforces policies and procedures to ensure high standards of customer account integrity and billing process.
• Solves escalated, high impact billing issues, collaborating with internal departments including IT, Finance, and Legal.
• Develops, manages, and tracks the operating and capital budgets for the Customer Accounts department, ensuring financial accountability and cost efficiency.
• Led continuous improvement initiatives for billing operations, system capabilities, and customer communication workflows.
• Ensures regulatory compliance, internal controls, and audit readiness for all customer billing and account management functions.
• Leads strategic high value account relationships, ensuring proactive service delivery, long term retention, and customer satisfaction among BWL’s largest commercial and industrial customers.
• Engages with customer leadership on contracts, rate design, infrastructure planning, economic development.
• Proactively works with economic development on existing and future customer growth.
• Develops and monitors key performance indicators (KPIs), and customer experience benchmarks.
• Prepares and presents high-level reports and dashboards on billing integrity, customer metrics, and large customer activity.
• Manages billing vendor relationships and ensures compliance with contract deliverables for print, mail, and third-party services.
• May represent Customer Operations on corporate project teams, internal working groups, and industry task force related to billing, customer engagement, rate design and strategic planning.
• Ensures departmental goals align with BWL’s strategic plan and customer service standards.
• Fosters a culture of safety and compliance.
• Complies with all BWL policies and work rules.
• Reliable and predictable attendance.
• Participates in the on-call rotation to provide after-hours support and ensure continuous coverage for departmental needs.
• Performs other duties as assigned by the Director, Customer Operations & Experience.

Requirements

• Bachelor's degree in Business Administration, Accounting, Finance, or a related field, with demonstrated expertise in financial analysis, accounting principles, and customer/key account management, or an equivalent combination of education and experience that demonstrates such proficiency.
• A minimum of five years of experience in billing, account management, customer relationship or equivalent.
• A minimum of five years in a supervisory or managerial role.
• Completion of APPA Key Account Management Certification or equivalent within two years.
• Strong understanding of utility billing systems, Customer Information System platforms, regulatory compliance, and customer data integrity.
• Possess the ability to analyze complex billing information and understand intricate rate design structures.
• Knowledge of Generally Accepted Accounting Practices.
• Experience managing strategic commercial and industrial customer accounts, including contract management.
• Proven ability to lead cross-functional teams, develop service strategies, and drive performance through metrics.
• Excellent customer service, communication, and leadership skills.
• Strong analytical and problem-solving abilities, with experience in project or change management.
• Proficient in Microsoft Office; familiarity with utility-specific platforms and databases.

Preferred

• Certified Energy Manager (CEM), Certified Business Energy Professional (BEP).
• Experience with a vertically integrated or multi-service utility.
• Familiarity with UMAX or other enterprise CIS platforms.
• Experience working with capital planning, or strategic customer onboarding.
• Experience working with union bargaining groups.

Physical Requirements / Working Conditions

Must be able to remain in a stationary position for the majority of the working day. The person in this position needs to move about inside the office environment. Constantly operates a computer and other office equipment. Ability to adjust focus, especially due to concentration on a computer screen. Must communicate frequently with other departments and employees both verbally and in writing. May need to lift and carry up to 30 pounds and/or position the body to reach items on the floor/ below the knee level or reach above head. On occasion, may need to use stairs. Constantly works in a temperature-controlled office environment.

Benefits

• Competitive wages
• Employee development
• Opportunity for professional growth
• Robust time off benefits including vacation, free choice, sick leave, parental leave and 11 paid holidays
• Comprehensive benefits package offered including medical, prescription, dental, life insurance, long-term disability, employee assistance program
• Voluntary benefits including vision, supplemental and dependent life insurance, flexible spending, AFLAC options, LifeLock anti-theft, long term care, tuition reimbursement, and BWL's Home Purchase Plan – Forgivable $5,000 loan for purchase of a home in Lansing
• Retirement programs including 401(a) Defined Contribution Plan (DC) (100% company paid up to 9.5 % of base salary for BU positions and up to 13% of base salary for NBU positions), 457 Deferred Compensation matches up to $2,500 per year
• Post retirement benefits offered at the respective level of coverage, co-pays and health care premium, at the same level as active employees
• Two fitness centers located on site open 24/7, work life balance program, employee assistance program, free parking and much more!