JOB TITLE: KEY ACCOUNT SENIOR SPECIALIST , CUSTOMER CONTACT CENTER

LOCATION: BANGOR/PRESQUE ISLE

REPORTS TO: ASSISTANT MANAGER, CUSTOMER CONTACT CENTER

POSITION STATUS: EXEMPT, NON-BARGAINING UNIT, FULL TIME

Be a part of the team that is transforming the power industry of northern and eastern Maine.

Versant Power is building on our 100-year history of delivering efficient, safe and reliable electric service to customers in northern and eastern Maine. We never lose sight of safety, quality, integrity and innovation.

We are committed to our dedicated people, who inspire us every day to deliver something more powerful than power alone.

POSITION OVERVIEW:

Versant Power is seeking a Key Account Manager who shares our commitment to serving customers. In this role, you will be an integral part of delivering a safe, professional, quality-oriented customer experience. The position is responsible for building and managing external relationships with complex commercial and industrial customers, such as manufacturing, forestry, agriculture, medical, and other key client groups. The Key Account Manger provides customer support but also serves as an advocate to ensure key customers are well represented internally and customer needs are understood. This position is instrumental in coordinating with resources across the organization to collaboratively execute large electrical projects or resolve complex issues. You will serve as an advisor for departments and leaders regarding large customers as Versant Power evolves with the changing electricity landscape.

ESSENTIAL FUNCTIONS:

• Delivers high quality customer experience by serving as the primary point of contact for key industrial and large commercial customers, building customer and interdepartmental relationships, and contributing to the strategic direction of support for this customer group.
• Performs duties with the utmost regard for personal, employee, workplace, and customer safety.
• Identifies customer centric process improvements and works proactively with internal stakeholders to implement solutions as appropriate.
• Assists customers with on-line account information, as well as, introducing and educating customers on self-service platforms to retrieve usage data for business analysis, efficiencies and management.
• Compiles reports on key account progress including but not limited to account receivables, class goals and forecasts for internal executives and stakeholders.
• Resource and team player for Customer Contact Center (CCC) and CCC Commercial Team.
• Knowledgeable of system mapping platforms for system demographics and infrastructure awareness to be used to aide in discussions and communications.
• Knowledgeable of Versant strategic direction for effective collaboration with internal departments, enabling meaningful discussions with customers, legislative representatives and regulatory staff.
• Collaborates with Communications and Marketing Team to ensure messaging and marketing for large and commercial customers is clear and accurate.
• Responds to data requests from MPUC staff concerning special contracts, data requests, and other appropriate items as required.
• Special project assignment may occur to include but not limited to technology replacement/upgrade, regulatory filings, witness preparation and/or testimony writing.
• Works to accommodate customer requests while managing expectations within service level requirements and business practices.
• Responsible for coordinating and bringing customer problems to a resolution, including leading in-depth investigations, facilitating meetings, ensuring issues are resolved in a timely manner, ability to negotiate and escalate as necessary.
• Coordination of facility evaluations, substation quoting, transformer replacement, load management suggestions around demand (kW – kilowatt) such as dialogues concerning soft starts, variable frequency drives (VFDs) and manufacturer settings.
• Coordinates and travels to customer business locations to build relationships to meet and understand requests, needs and challenges of different business sectors.
• Evaluates the need for customer education on the business impact of electrical system, power quality, energy consumption, and the efficient use of energy.
• Analyzes and communicates company standards/policy, customer potential investment, or rate change impact on large customers proactively and upon request.
• Utilizes customer historical meter data from interrogation platform to determine best rate and service definition. Utilizes load sheet data for new service deposit estimates for proper communication and understanding. May negotiate deposit requirements and service rate definition which may lead to legal contracts management including amendments, payments and/or renewals.
• Ability to apply current rate structures and tariff definitions and review for accuracy and proper application for both delivery and supply.
• Understanding of rate design principles, and ability to assess how to meet customer needs through special rate in collaboration with the Sales & Revenue Department.
• Informs Sales and Revenues Department and other departments of new commercial customer development opportunities for load forecasting assessment and collaborates to determine proper account, billing, and meter configuration.
• Provide guidance and support to businesses or civic organizations on the electric utility industry.
• Remains current with local business news, legislative and regulatory activities concerning Maine utilities, as well as information on other energy related segments and markets.
• Participates in economic development efforts to attract business to Versant Power’s service territory and plays a role in commercial customer growth, relationship building and retention.

ADDITIONAL RESPONSIBLITIES:

• Performs other related duties as assigned, include designated duties associated with System Restoration and System Emergency Operations Plan (SEOP).

QUALIFICATIONS

• Bachelor’s degree required preferably in the field of business, equivalent experience considered in lieu of a degree.
• 7-10 years of customer relationship management experience in a high performing environment with emphasis on excellent service delivery.
• Excellent communications skills.
• Strong computer application skills.
• Demonstrated experience with Project Management.
• Experience in key account management.
• Experience in process improvement
• Experience with complex billing such as Time of Use (TOU), Installed Capacity (ICAP) Tags and Special Contracts such as Net Energy Billing and Distributed Generation.
• Understanding of the deregulated markets and regulatory bodies such as Federal Regulatory Electrical Commission, ISO New England, Northern Maine ISA, Maine State Department of Energy and the Maine Public Utilities Commission.
• Knowledge of electrical systems and technologies preferred.

PERSONAL QUALITIES:

• Ability to effectively establish, manage, and grow internal and external relationships.
• Demonstrates ability to handle complex customer initiatives, negotiations and challenges.
• Ability to be empathetic while remaining composed and positive in difficult conversations.
• Excellent written and oral communication, interpersonal, organizational, and problem-solving skills.
• Demonstrated curiosity in recognizing improvement opportunities and initiative to effect change.
• Ability to manage multiple priorities concurrently while meeting deadlines.
• Displays professional and courteous behavior at all times.
• Disciplined, self-motivated/driven with ability to work independently.
• Ability to “think outside the box” in solving complex customer and process issues.
• Well-developed facilitation skills including the ability to accurately assess complex and sensitive situations and develop appropriate strategies for action.
• Ability to manage change well.
• Demonstrated team player within and across departments.

NOTES:

• Position is primarily stationary, with some walking, standing, and extended driving time required.
• Irregular hours may be required at times.
• A valid Maine driver’s license is required.
• Versant Power is a tobacco free and fragrance-free workplace.

RATE OF PAY:

Salary Level is commensurate with experience and qualifications.

IMPORTANT APPLICATION INFORMATION:

If you are interested in learning more please apply by submitting an application

Non-Bargaining Unit, Regular and Term employees who have at least six (6) months satisfactory job performance and attendance records in their current job are eligible to apply for posted openings.

Versant Power is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

This job description is subject to change at any time.