Manager, Customer Accounts- PA

FirstEnergy • Reading, PA

5d

About The Position

This is an open position with the FirstEnergy Service Company, a subsidiary of FirstEnergy Corp.
This position reports to the Director, Customer Accounts and Local Engagement. The preferred reporting location is either Greensburg or Reading, but the selected candidate may report anywhere in the Pennsylvania Electric Company footprint.
Summary:
The Manager of Customer Accounts is a leadership position responsible for managing the Customer Account Department within a state. The incumbent is responsible for management and implementation of the regional and corporate operational strategy and also for providing leadership and strategic direction for the Customer Accounts team.
The Customer Accounts team is responsible for both internal and external key commercial and industrial customers, managing the new business process for billing / rate issues, power quality, administering energy efficiency programs, customer rate calculations, rebills, revenue protection, rate verifications, and numerous complex customer issues. The team is tasked with shepherding large load customers through the Transmission Connection Process (Detailed Load Study Agreement, Detailed Load Study, Construction Agreement, securing Letter of Credit, etc.) from beginning to end. The team supports multiple internal teams including, but not limited to, Economic Development, Local Engagement, Transmission Protection & Planning, Engineering, Project Management, Legal, Line Department, Substation, Meter and Revenue Operations. The team coordinates executive level customer engagement between Senior Operations Management and Customer Executives, provides guidance to the Customer Advocacy Group and provides research on customer trends to the Market Research and Business Finance Departments to help forecast customer consumption for budgeting purposes.
This position will provide direction and leadership from the following perspectives:
Customer Engagement & Representation:
Developing strategic business relationships with large commercial and industrial customers.
Exceeding customer expectations by being accessible and responsive to customers’ needs.
Displaying confidence during customer interactions while instilling trust and loyalty.
Consulting with customers to assess needs, build consensus, and obtain results.
Providing information to customers to allow them to make the best business decisions.
Ensuring that all employees remain focused on providing excellent service and making sound business decisions.
Continually seek opportunities to increase customer satisfaction and broaden/deepen relationships. Anticipate customers’ needs and propose alternative solutions when necessary.
Championing customer satisfaction initiatives across utility operations.
Demonstrating exceptional problem-solving skills to resolve complex customer and company issues including complex regulatory (pricing/rate increases) and reliability issues.
Developing and implementing initiatives to improve results.
Technical Account Management:
Responsible for the relationship of FirstEnergy’s most complex, high-value, and large load Commercial & Industrial accounts, driving strategic engagement, customer satisfaction, and sustainable load growth through custom solutions and long-term partnership development.
Shepard large load customers through the Transmission Connection Process (DLSA/DLS/Construction Agreement) from beginning to end.
Working with Operations, Distribution and Transmission Engineering, Project Management, Rates, Legal, FERC/Wholesale Connection, Real Estate, Energy Efficiency, Billing, and external customers.
Develop, obtain approval of, and execute all agreements required to connect new transmission service.
Develop the cost allocation matrix for upper management’s review of large transmission projects.
Coordinate between customer and FirstEnergy the scheduling and technical requirements for planned maintenance outages, transmission and distribution construction projects, and emergency scheduled repairs.
Work closely with engineering, construction, Energy Control Center, Distribution Control Center, and other key internal departments to ensure that customer expectations are met in a timely manner with consistent communications.
Support emerging technology implementation and/or pilot programs across FirstEnergy territory.
Communication & Relationship Building:
Working to improve the company image with customers and employees by positive actions and proactive communications.
Bridge communication between FirstEnergy and its customers, translating technical and organizational information into actionable insights for customer retention, attraction, and expansion projects.
Partner with Economic Development in the identification, coordination, and management of potential projects, site visits, or expansions within the service territory.
Implementing and supporting new programs and results of organizational change in a positive manner.
Supporting the views and policies of the company and providing strategic direction to customers and employees.
Foster collaboration across internal departments to support customer initiatives and infrastructure development including, but not limited to, Engineering, Legal, Rates, Project Management, National Accounts, Local Engagement, and Billing.
Providing timely and open discussion to staff on organization initiatives and updates.
Planning and facilitating staff meetings.
Managing complex business and political relationships driven by cost, economic development, and reliability issues.
Leadership:
Striving for continuous improvement of leadership skills.
Leading by example with other internal organizations and in business situations with external customers.
Create an environment of accountability and a sense of urgency for meeting agreed upon expectations/deadlines with internal and external stakeholders.
Analyze complex issues and develop actionable recommendations. Ensure decisions impacting a team(s) are based on data and sound reasoning.
Encourage employees to think creatively and develop innovative ways to meet and exceed goals.
Championing organizational change within work groups and other areas.
Assisting other departments in meeting needs of commercial and industrial customers.
Supporting FirstEnergy storm plan by managing cross-functional team, including staffing, call schedules, duty assignments and responsibilities.
Actively seek and share own knowledge of industry trends, competitors, etc. that affect the Business Unit and/or FirstEnergy Corp.
Maintaining a community presence by attending community or professional meetings, organizations, and affiliations.
Performance Management:
Developing the skills and knowledge of staff.
Supporting and coaching employees on corporate and regional goals and driving achievement through performance and safety.
Ensuring appropriate staffing levels are maintained to meet organizational goals and update staffing plan as changing operating environment dictates.
Providing consistent and clear direction through effective communication of company and business unit goals.
Involving staff in development of section specific goals.
Encouraging employees to think creatively and develop innovative ways to meet and exceed goals.
Effectively delegating responsibility.
Preparing short and long range plans for team development by establishing training plans for changing business environment.
Preparing succession plans and identifying promotional paths for employees.
Working with employees in identifying professional goals and objectives while integrating them into development plans.
Providing regular and routine feedback on performance, recognizing employee accomplishments, and providing coaching for improvement and/or corrective actions.
Conducting regular check-in conversations with team members to provide timely and relevant feedback on performance.
Thoroughly understanding and administering human resource policies and regulations fairly and equitably for all employees.
Financial and Fiscal Management:
Making sound financial and business decisions.
Lead the beginning-to-end contract process for new large transmission service requests, including developing and managing Detailed Load Study Agreements, reviewing Line Extension and/or Construction Agreements, and creating Cost Allocation Spreadsheets to be reviewed by leadership in the Delegation of Authority process.
Negotiating agreements with customers that are profitable and enhance the current and future financial models.
Utilizing internal resources to enhance regional financial performance and meet customer needs.

Requirements

• Bachelor's degree in Engineering, Business Administration, Marketing, Communications, or similar discipline preferred. Demonstrated Management / leadership with 7 years related work experience required.
• In lieu of a degree, High School Diploma or GED and a minimum of 10 years’ relevant experience is required. Related work experience includes knowledge of Engineering, Project Management, large customer account management, Customer Service, Distribution, Customer Interfacing, and an advanced knowledge of Billing Systems and Rates.
• Broad background within the electric utility industry, with emphasis on Customer Services and/or Sales.
• Exceptional leadership, communication, teamwork, relationship building, and management skills.
• Strong business and financial acumen with a proven track record of managing organizational change.
• Highly driven, self-motivated, and enthusiastic leader capable of communicating, motivating, and driving workforces toward positive change and improvement.
• Experience in process/project development, planning/analysis, and performance reporting.
• Superior customer relations skills and strong written and verbal communication skills to make clear, accurate, and concise written and/or verbal reports.
• Demonstrated initiative in identifying and implementing process improvements.
• Ability to adapt communication skills to all audiences.
• Demonstrated ability to manage multiple projects and the ability to lead others in achieving goals for the benefit of the business unit and FirstEnergy.
• Demonstrated ability to both develop and execute an agreed upon strategy for driving a creative and entrepreneurial approach to analyzing situations and developing solutions improvement in an organization.
• Willingness to work off hours to participate in community events, support the customer, or storm process when required.

Nice To Haves

• Experience in Customer Accounts preferred.
• Management and/or leadership experience a plus.

Responsibilities

• Developing strategic business relationships with large commercial and industrial customers.
• Exceeding customer expectations by being accessible and responsive to customers’ needs.
• Displaying confidence during customer interactions while instilling trust and loyalty.
• Consulting with customers to assess needs, build consensus, and obtain results.
• Providing information to customers to allow them to make the best business decisions.
• Ensuring that all employees remain focused on providing excellent service and making sound business decisions.
• Continually seek opportunities to increase customer satisfaction and broaden/deepen relationships. Anticipate customers’ needs and propose alternative solutions when necessary.
• Championing customer satisfaction initiatives across utility operations.
• Demonstrating exceptional problem-solving skills to resolve complex customer and company issues including complex regulatory (pricing/rate increases) and reliability issues.
• Developing and implementing initiatives to improve results.
• Responsible for the relationship of FirstEnergy’s most complex, high-value, and large load Commercial & Industrial accounts, driving strategic engagement, customer satisfaction, and sustainable load growth through custom solutions and long-term partnership development.
• Shepard large load customers through the Transmission Connection Process (DLSA/DLS/Construction Agreement) from beginning to end.
• Working with Operations, Distribution and Transmission Engineering, Project Management, Rates, Legal, FERC/Wholesale Connection, Real Estate, Energy Efficiency, Billing, and external customers.
• Develop, obtain approval of, and execute all agreements required to connect new transmission service.
• Develop the cost allocation matrix for upper management’s review of large transmission projects.
• Coordinate between customer and FirstEnergy the scheduling and technical requirements for planned maintenance outages, transmission and distribution construction projects, and emergency scheduled repairs.
• Work closely with engineering, construction, Energy Control Center, Distribution Control Center, and other key internal departments to ensure that customer expectations are met in a timely manner with consistent communications.
• Support emerging technology implementation and/or pilot programs across FirstEnergy territory.
• Working to improve the company image with customers and employees by positive actions and proactive communications.
• Bridge communication between FirstEnergy and its customers, translating technical and organizational information into actionable insights for customer retention, attraction, and expansion projects.
• Partner with Economic Development in the identification, coordination, and management of potential projects, site visits, or expansions within the service territory.
• Implementing and supporting new programs and results of organizational change in a positive manner.
• Supporting the views and policies of the company and providing strategic direction to customers and employees.
• Foster collaboration across internal departments to support customer initiatives and infrastructure development including, but not limited to, Engineering, Legal, Rates, Project Management, National Accounts, Local Engagement, and Billing.
• Providing timely and open discussion to staff on organization initiatives and updates.
• Planning and facilitating staff meetings.
• Managing complex business and political relationships driven by cost, economic development, and reliability issues.
• Striving for continuous improvement of leadership skills.
• Leading by example with other internal organizations and in business situations with external customers.
• Create an environment of accountability and a sense of urgency for meeting agreed upon expectations/deadlines with internal and external stakeholders.
• Analyze complex issues and develop actionable recommendations. Ensure decisions impacting a team(s) are based on data and sound reasoning.
• Encourage employees to think creatively and develop innovative ways to meet and exceed goals.
• Championing organizational change within work groups and other areas.
• Assisting other departments in meeting needs of commercial and industrial customers.
• Supporting FirstEnergy storm plan by managing cross-functional team, including staffing, call schedules, duty assignments and responsibilities.
• Actively seek and share own knowledge of industry trends, competitors, etc. that affect the Business Unit and/or FirstEnergy Corp.
• Maintaining a community presence by attending community or professional meetings, organizations, and affiliations.
• Developing the skills and knowledge of staff.
• Supporting and coaching employees on corporate and regional goals and driving achievement through performance and safety.
• Ensuring appropriate staffing levels are maintained to meet organizational goals and update staffing plan as changing operating environment dictates.
• Providing consistent and clear direction through effective communication of company and business unit goals.
• Involving staff in development of section specific goals.
• Encouraging employees to think creatively and develop innovative ways to meet and exceed goals.
• Effectively delegating responsibility.
• Preparing short and long range plans for team development by establishing training plans for changing business environment.
• Preparing succession plans and identifying promotional paths for employees.
• Working with employees in identifying professional goals and objectives while integrating them into development plans.
• Providing regular and routine feedback on performance, recognizing employee accomplishments, and providing coaching for improvement and/or corrective actions.
• Conducting regular check-in conversations with team members to provide timely and relevant feedback on performance.
• Thoroughly understanding and administering human resource policies and regulations fairly and equitably for all employees.
• Making sound financial and business decisions.
• Lead the beginning-to-end contract process for new large transmission service requests, including developing and managing Detailed Load Study Agreements, reviewing Line Extension and/or Construction Agreements, and creating Cost Allocation Spreadsheets to be reviewed by leadership in the Delegation of Authority process.
• Negotiating agreements with customers that are profitable and enhance the current and future financial models.
• Utilizing internal resources to enhance regional financial performance and meet customer needs.

Benefits

• competitive pay plus incentive compensation
• a company-sponsored pension plan
• 401(k) savings plan with matching employer contribution
• a choice of medical, prescription drug, dental, vision, and life insurance programs
• skills development training with tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Manager