Key Account Representative

Reports To: Manager, Utility Marketing Services, or Manager, Utilities
Purpose of Classification: Under general direction and utilizing significant independent judgment, this position is responsible for assuring individualized, responsive, comprehensive service to assigned Utilities' Key Customers to assist in meeting utility goals and objectives while managing the overall utility/customer relationship to maximize customer satisfaction. Establishes and maintains direct relationships with Key Customer personnel including facilities, operations, finance and management and act as the customer's liaison to the utility and other City departments.  
Distinguishing Characteristics:  The Utilities Key Account Representative works in the Utilities Department in either the Resource Management Division providing technical and administrative support for the largest commercial/industrial customers. The primary duties consist of managing multiple Utility programs and services for assigned customers; making calls in support of the Utilities' programs; working with appropriate divisions and departments to meet their customer's needs; advising customers on water, energy and, working with their assigned customers to develop mutually beneficial solutions to problems. Additional duties and responsibilities may include the management, direction, and monitoring of consulting engineering firms for customer projects; commodity contract negotiations with customers; service reliability coordination; and, new/additional service request coordination. In order to maximize availability to their customer, this position uses a pager and is available for on-call service on nights and weekends.Essential and other important responsibilities and duties may include, but are not limited to, the following:  
Essential Functions: 

• Initiates and leads cross-functional utility teams to execute customer-specific marketing plans.
• Consults with utility managers, participates in internal utility discussions, coordinates policy-level responses to Key Customer inquiries, and makes specific recommendations regarding critical service needs of the customer.
• Exchanges information with Key Customers for the purpose of anticipating and identifying customer billing, rates and pricing, power quality or other operational needs that can be resolved within the Utilities Department.
• Communicates Key Customer needs and recommend solutions to appropriate Utilities staff for development or implementation.
• Investigates Key Customer service complaints, coordinate responses to customer questions and concerns, create customer-specific action plans and develop specific recommendations to improve customer satisfaction.
• Recommends Key Customer programs and services that can minimize environmental impacts, help achieve sales and revenue targets, or defer capital investments in Utilities' physical plant.

When assigned to Manager, Utility Marketing Services:

• Performs or coordinates energy and water audits for Key Customers which include field data gathering, preparation of financial and resource utilization analyses, advice to customers on water and energy options, presentation of recommendations for reducing facility operating costs, and emerging technologies.
• Makes public presentations that support Key Customer programs.
• Assists the appropriate utilities' personnel with sales forecasting, revenue forecasting, rate making, and engineering and operational issues (including planned outage coordination).
• Negotiates contracts between the Utilities and the Key Customer for supply resources, efficiency services, or other utility products and services.

When assigned to Manager, Utilities Telecommunications:

• Assists the appropriate utilities' personnel with sales forecasting, revenue forecasting, pricing, and operational issues (including planned outage coordination and restoration programs).
• Coordinate meetings with potential new clients to discuss telecommunication service offerings.

Related Functions:

• Develops a close working relationship with City departments to maintain or improve communications with the customer on appropriate issues, concerns, and needs.
• Gathers appropriate market intelligence about future customer plans, current satisfaction levels, and questions from the customer so that timely responses can be made.
• Develops and maintains knowledge of Key Customer industries, markets, business strategies and decision-making processes to improve the overall relationship with the customer. Uses computer programs for audits, technical analysis, and tracking information related to the Key Customer services.
• Seeks to promote new products to targeted customers and close sale. Investigates and pursues opportunities for added efficient water and/or energy or telecommunications (as appropriate) sales that contribute to the Utilities' fixed costs and lower overall resource costs for all Utilities customers.
• Participates in professional, civic, and trade organizations to achieve goals and share information consistent with the Utilities marketing objectives.
• Performs special assignments, related duties and responsibilities as required.

Sufficient education, training and/or work experience to demonstrate possession of the following knowledge, skills, and abilities, which would typically be acquired through:

• Bachelor of Science Degree in Engineering, Physical Science, Economics, Energy Management, or equivalent from an accredited University or College.

and
 

• Six years of increasingly responsible sales, marketing or customer-contact experience in a telecommunications, energy or water utility, or industrial sales- related field.

Note: Master's degree in Business Administration, Marketing or other related field may be considered in lieu of one year's experience

Special Requirements:

• Possession of a valid California Driver's License.

Salary : $101,733 - $124,883