Principal Account Manager

Job Summary

The Account Managers are responsible for developing and leveraging close business relationships with our key customers.  The Key Accounts group currently manages over 200 customers representing approximately 15,000 accounts and $800 million in annual revenue.

The Account Manager serves as the primary contact for their assigned customers and is responsible for their overall customer satisfaction.  The Account Manager is expected to proactively address customer needs and consistently deliver excellent customer service.

The Account Manager is part of a job family (Account Manager, Senior Account Manager, Prinicpal Account Manager) and experience will be the determining factor. 

Job Responsibilities

• Builds deep, broad and ongoing relationships with customer’s leadership team.
• Responsible for managing, supporting and servicing the customer’s needs.
• Has overall responsibility for the customer’s relationship with We Energies and is the guardian of the relationship.
• Responsible for proactively developing (jointly with the customer) and implementing a comprehensive Customer Partnership Plan for each assigned customer.
• Account Manager is responsible for assigned customer’s overall perception of the company.
• Identify solutions that address the needs and concerns of our largest customers and also incorporates the best interest of the company. 

• Develop working knowledge of the customers operations and the internal organizational hierarchy, enabling the Account Manager to anticipate customer needs and respond effectively.

• Communicate customer requests, requirements and/or schedules internally to ensure execution or resolution in a timely and cost effective manner.
• Keep We Energies management informed of potential customer issues as well as critical information or announcements pertaining to our key customers.
• Leverage advanced communication and negotiation skills to come to a mutually beneficial solution or resolve conflict through customer education.
• Collaborate with Customer Service, Customer Operations, Regulatory and other business units to provide seamless customer service to the company’s key accounts.
• Participate in inter and intra-departmental teams.
• Work with customers to obtain usage projections and market intelligence for use in developing company forecasts.
• Monitor status of projects to ensure on-time completion and obligations/commitments are met.  May include negotiating schedule or scope changes either internally or with customers.
• Utilize various channels of communication such as face-to-face, phone, e-mail, and letters to communicate the company’s messages with customers’ key decision-makers.
• A commitment to excellent customer service and exceeding customer expectations necessitates that the Account Manager routinely work beyond normal working hours and be available to their customers outside of normal working hours.

Minimum Qualifications

• Bachelors degree in Business or related discipline. 
• Account Manager requires 3+ years experience in the area of internal/external customer service or account management; preferably in the utility industry
• Senior Account Manager reqires 5+ years experience in the area of internal/external customer service or account management; preferably in the utility industry
• Principal Account Manager requires 7+ years experience in the area of internal/external customer service or account management; preferably in the utility industry

Preferred Qualifications

• Experience working with large data center customers