Key Accounts Manager

Closing Date to Apply: Until Filled

Salary: $103,168.00 - $180,523.20

Typically, selected candidates are hired at a salary rate between the minimum and midpoint of the range.

Benefits: This link below will provide you with Grant PUD’s benefit that may be available if hired, different employee types are eligible for different benefits.

Grant PUD — Unified Insurance Program (uip-wa.org)

Position Summary 

Under limited supervision, perform all aspects of large customer care ranging from account management, issue resolution, program improvement, and attract new accounts. Oversees Grant PUD’s relationship with industrial customers servicing large, financially critical accounts. Implement, manage, and develop improved relationships with key accounts, and set customer experience as a mindset through all Grant PUD employees, contractors, and vendors keeping service front of mind.

Essential Functions

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

• Retain key accounts in rate classes above their costs of service with sensitivity around Grant PUD business needs and objectives; advocates for clients within Grant PUD as a representative for their needs; acts as main point of contact for appointed key accounts; serve as a trusted energy advisor and customer advocate; facilitate customer understanding of industry issues, rates, pending legislation, and the impact to their operations; provide input, guidance, and feedback on customer service standards, guidelines, and processes affecting large customers.
• Retain current industrial customer base by building a collaborative relationship built on outstanding customer service; assist in attracting new industrial customers to Grant PUD by leveraging established relationships, and representing Grant PUD at industry events; oversee and coordinate analysis of key customer accounts including strategic or confidential planning issues, infrastructure needs, and outage coordination; assist in the development and management of customer agreements; assist with Utility-wide strategic initiatives to develop, implement, and achieve business plans and initiatives.
• Ensure all policies are being upheld constantly and communicated to all appropriate parties; participate and suggest revisions to policies that impact Grant PUD’s large customer care; assist in determining proper metrics to assess the effectiveness of programs and services. Promote Grant PUD’s conservation efforts with industrial customers.
• Develop and maintain customer profiles and consumption, billing, and customer specific information vital to providing seamless customer service; maintain open, active lines of communication with key accounts.
• Performs related duties as required or assigned.
• May operate a district vehicle.
• Demonstrated commitment to Grant PUD’s mission, vision, values, strategic plan, and Grant PUD/IBEW Local 77 Code of Excellence.  The incumbent should be familiar with these organizational priorities and behave in a way that aligns with these expectations. 
• Understand and adhere to compliance requirements for this position that may include laws, regulations, security guidelines, Grant PUD policies & procedures. 
• Actively participate in all aspects of our safety program, including but not limited to:
  • Following all safety policies and procedures.
  • Alerting supervisors and coworkers to unsafe or hazardous working conditions.
  • Reporting any safety incidents or close calls within 24 hours to your supervisor; and
  • Accepting feedback from supervisors and coworkers regarding your own safety performance.

Required Qualifications (Education, Experience, Licenses & Certifications): 

• Bachelor’s Degree in business, engineering, customer service, marketing, or related field or 2 additional years of relevant experience in lieu of degree.
• Five (5) years of experience in customer service, marketing, public affairs, finance management, or similar field of work.
• A valid driver's license with no driving restrictions.

Preferred Qualifications (Education, Experience, Licenses & Certifications): 

• Experience with how Transmission and Distribution electric systems operate.
• Experience with utility rates, operating policies, and contract management.
• Experience in the utilities, energy, or public sector industries, particularly in managing large customer accounts.
• Demonstrated success in building and maintaining relationships with key accounts.
• Proficiency in CRM systems, data analytics, and rate/billing analysis to support decision-making and account management.

Other Knowledge, Skills & Abilities 

• Knowledge of concepts, principles, theories, and methods surrounding large customer care; sales and account management methods to provide outstanding customer service; project management tools and techniques; financial competences with an attention toward detail.
• Skill in exercising good judgement and making well informed decisions under pressure; written and oral interpersonal communication; identifying and analyzing potential problems with limited data; workflow and time management; utilizing MS office products; customized financial, billing, and customer service software, tools, and applications.

Physical Requirements 

• Position may be eligible for hybrid work arrangement: ☒Yes ☐No
• Majority of work is performed in a standard office setting.
  • Will perform work onsite at the locations of the assigned Business Units.
• Typical shift of employees in this position: ☒8 hours ☐9 hours  ☐10 hours  ☐12 hours

*For a full list of requirements, the applicant/incumbent should refer to the Physical Capacity Evaluation (PCE).

The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements.  Individuals may perform other duties as assigned, including work in other functional areas.

Salary : $103,168 - $180,523