Principal Account Manager

DTE Energy•Detroit, MI

3d•Onsite

About The Position

Establishes, manages and develops business relationships with complex and highly visible commercial and industrial customers across key, national and major customer account groups. Enhances profitability and customer satisfaction levels. Functions as single point of contact between the company and portfolio of customers, with substantial annual electric and gas revenues. Oversees electric choice activities, including determining best rate/price, providing price comparisons, and managing customer relationships and customer expansion activities. Resolves range of customer issues by working with organizations throughout the corporation that impact or influence customer service; generates positive service outcomes on the customers' behalf. Visits customer sites on a regular basis. Mentors and participates in the development of less experienced or lower-level marketing personnel. Span of control: 0; individual contributor.

Requirements

High school diploma and 11 years of experience, inclusive of marketing, sales or customer interfacing, or relevant technical role such as Master Electrician, Electrical Apprenticeship etc.; OR
Associate degree and 9 years of experience, inclusive of marketing, sales or customer interfacing, or relevant technical role such as Master Electrician, Electrical Apprenticeships etc.; OR
Bachelor's degree in engineering, facilities/construction management, business or related field and 7 years of experience, inclusive of marketing, sales or customer interfacing experience.
Consulting, negotiation, and influencing skills with the ability to build relationships and influence parties, including ability to embrace changing expectations and initiatives.
Advanced written and verbal communication and advocacy skills with the ability to present results of projects and research to decision makers from key clients as well as all levels of the business unit.
Analytical and problem-solving skills with the ability to identify key issues from a broad range of alternatives and recommend optimal solutions for various situations.
Ability to comprehensively evaluate business opportunities, inclusive of ability to negotiate and close sales and related arrangements with external customers.
Flexibility and the ability to work with shifting priorities, reports to locations throughout the corporate service area on an as needed basis and embrace new/evolving responsibilities.
Copes with multiple requests and demands from clients and other business units in a positive and evenhanded fashion; displays a calm demeanor under pressure.
Initiates new ideas and approaches; challenges prevailing practices and approaches with reasonably sound alternatives.
Competent in multi-tasking (i.e., ability to prioritize and manage multiple tasks, issues or projects that may include high visibility initiatives and require innovation, teamwork and planning).
Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
Thorough understanding of process involved with provision of products and services to customers, as well as rates and contracts.

Nice To Haves

Experience in the energy or utilities industry, inclusive of marketing or account management.
Bachelors Degree or higher.
Utility engineering experience.
Customer interfacing experience.

Responsibilities

Develops, maintains and manages positive business relationships with customers' senior level managers and other key decision makers, through understanding customer operations and energy-related applications and concerns.
Identifies business opportunities among the customer portfolio and takes proactive steps; ensures customers are made aware of applicable products and services.
Manages customer service process, including addressing customer service-related issues and responding to service-related inquiries.
Performs complex rate comparisons on customers' behalf, including determining the electric and natural gas rates that are best-situated to retain (or reacquire) customers, and ensuring customers are classified using advantageous rates.
Administers special pricing contracts and educates customers on electric choice or alternative energy programs.
Assists customers in their building/facility expansions by facilitating interactions with corporate personnel regarding energy-related construction issues, substation issues, sub-transmission and transmission issues, changes in their load profiles, administration of rules and policies, and collection of associated expansion charges, etc.
Researches and resolves customers' issues and concerns regarding products and services, (e.g. service interruptions, power quality issues, power factor, tax issues, and collection-related matters).
Inputs and maintains day-to-day customer interactions and relationships via a Customer Relationship Management System (CRM).
Mentors and assists other account management personnel on rate applications, Michigan Public Service Commission (MPSC) rules and regulations, service policies and procedures, customer energy applications, selling process, etc.
Joins and actively participates in professionally-related customer organizations and community-related activities.