Principal Account Manager

About the Role

Establishes, manages, and develops business relationships with complex and highly visible commercial and industrial customers across key, national, and major customer account groups. Enhances profitability and customer satisfaction levels. Functions as the single point of contact between the company and a portfolio of customers with substantial annual electric and gas revenues. Oversees electric choice activities, resolves customer issues, and mentors less experienced marketing personnel.

Responsibilities

• Develops, maintains, and manages positive business relationships with customers' senior-level managers and key decision-makers by understanding customer operations and energy-related applications and concerns.
• Identifies business opportunities within the customer portfolio and takes proactive steps to ensure customers are aware of applicable products and services.
• Manages the customer service process, addressing service-related issues and inquiries.
• Performs complex rate comparisons to determine the best electric and natural gas rates for retaining or reacquiring customers, ensuring advantageous rate classification.
• Administers special pricing contracts and educates customers on electric choice or alternative energy programs.
• Assists customers with building or facility expansions by facilitating interactions with corporate personnel regarding energy-related construction, substation, sub-transmission, and transmission issues, load profile changes, and associated expansion charges.
• Researches and resolves customer issues related to products and services, such as service interruptions, power quality, power factor, tax issues, and collection-related matters.
• Inputs and maintains day-to-day customer interactions and relationships via a Customer Relationship Management (CRM) system.
• Mentors and assists other account management personnel on rate applications, Michigan Public Service Commission (MPSC) rules and regulations, service policies, and selling processes.
• Joins and actively participates in professionally-related customer organizations and community-related activities.

Requirements

This is a multi-track base requirement job; education and experience can be satisfied through one of the following:

• High school diploma and 11 years of experience in marketing, sales, customer interfacing, or a relevant technical role such as Master Electrician or Electrical Apprenticeship.
• Associate degree and 9 years of experience in marketing, sales, customer interfacing, or a relevant technical role such as Master Electrician or Electrical Apprenticeship.
• Bachelor’s degree in engineering, facilities/construction management, business, or a related field and 7 years of experience in marketing, sales, or customer interfacing.

Qualifications

• Experience in the energy or utilities industry, inclusive of marketing or account management.
• Utility engineering experience.
• Customer interfacing experience.
• Consulting, negotiation, and influencing skills with the ability to build relationships and adapt to changing expectations.
• Advanced written and verbal communication skills, with the ability to present results to decision-makers at all levels.
• Analytical and problem-solving skills to identify key issues and recommend optimal solutions.
• Ability to evaluate business opportunities, negotiate, and close sales arrangements with external customers.
• Flexibility to work with shifting priorities and travel to locations within the corporate service area as needed.
• Ability to manage multiple requests and demands from clients and business units under pressure.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
• Thorough understanding of processes involved in providing products and services, rates, and contracts.