Dir Key Accounts

CPS Energy•San Antonio, TX

About The Position

The Director of Key Account Management provides strategic and operational leadership for CPS Energy’s largest and most complex commercial and industrial customers. The role delivers resilient, customer-centric solutions and strategic partnerships that strengthen reliability, enable customer growth, and foster trusted, long-term executive relationships. It stewards portfolio performance through safe, reliable, timely, and transparent engagement across the customer relationship lifecycle, translating customer priorities into measurable outcomes that support CPS Energy’s financial and operational performance. Reporting to the Sr. Director, Managed and Military Accounts, the Director turns organizational strategy into execution by developing team capabilities, standardizing operating routines, optimizing processes, and driving data- and customer-insight-informed continuous improvement. The Director sets decision rights and performance standards, aligns resources to demand, and establishes delivery rhythms supporting long-term customer growth and portfolio health. The role partners across enterprise functions to coordinate end-to-end solutions, resolve complex issues, improve collaboration, and advance initiatives that enhance customer experience, resiliency, and organizational performance. As the single point of accountability for executive relationships, the Director ensures responsiveness, clear ownership, and consistent communication during routine operations and escalations. The position advances process modernization, technology and analytics use, governance, operating controls, and customer-centric service standards to improve end-to-end delivery for key accounts and support CPS Energy’s long-term vision.

Requirements

Bachelor’s degree in Business, Finance, Engineering, or a related field from an accredited university.
Comprehensive utility domain knowledge and a strong understanding of adjacent disciplines affecting key accounts.
Ability to apply broad industry and commercial insight to drive portfolio financial performance and customer value.
Ability to lead through managers and senior professionals, contribute to functional strategy, and set operating routines and accountability structures for predictable, measurable outcomes.
Ability to direct the resolution of highly complex or unusual customer and business problems using advanced critical thinking and cross-functional resources.
Ability to influence senior leaders and external executives, negotiate with partners, vendors, and customers, and collaborate across CPS Energy to align delivery.

Nice To Haves

Master’s degree from an accredited institution.
Demonstrated experience navigating complex utility service delivery, infrastructure, technical, and/or construction environments.
Demonstrated ability to build trusted relationships and influence senior leaders across operational, technical, commercial, and customer-facing functions.
Experience leading strategic or key account management, customer growth, complex service delivery, or comparable customer-facing functions serving large commercial, industrial, governmental, or military customers.

Responsibilities

Set multi-year (3–5 year) portfolio strategy to enhance customer resiliency, strengthen strategic partnerships, and support customer expansion across priority accounts.
Translate customer objectives and growth plans into executable roadmaps, anticipating customer business needs and aligning CPS Energy capabilities and plans accordingly.
Identify and advance opportunities to support customer expansion, resiliency, and other strategic energy needs.
Serve as the single point of accountability for executive relationships and cultivate trusted, long-term partnerships with customers at executive levels.
Establish and lead the account management framework for end-to-end engagement across billing, service delivery, infrastructure, rates, contracts, and complex escalations; ensure clear ownership, timely resolution, and executive-level communication.
Own the department budget and control expenses.
Direct accounts receivable strategies to maintain current balances and reduce aging.
Ensure contracts and cost-recovery mechanisms for large construction projects are accurate, defensible, and timely.
Monitor portfolio financial performance and customer growth trends, identifying risks and opportunities requiring cross-functional or executive action.
Maintain documented operating routines and practical controls for confidentiality, issue remediation, and follow-through during reviews.
Identify and mitigate operational risks involving contracts, receivables, data handling, and customer delivery.
Establish and sustain a departmental system of record that standardizes customer-centric processes across the managed account lifecycle.
Systematically capture customer feedback, analyze its drivers, and conduct structured improvement cycles.
Coordinate execution with Energy Delivery Services, Technology & Product Innovation, Military Operations, Corporate Communication, Customer Construction, and other functions to meet customer expectations and timelines.
Drive process efficiency and customer-centric improvements across departmental lines.
Provide feedback to rate, product, and process design.
Represent strategic account priorities in enterprise planning and decision-making, balancing customer needs with CPS Energy’s requirements.
Build team capabilities for complex utility accounts and coach managers and senior professionals.
Establish routines for performance management, capacity planning, and continuous improvement.
Build strategic and commercial acumen across the team, enabling account managers to move from transactional issue resolution toward proactive, insights-driven customer partnerships.