Lead Key Account Manager

Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid. In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!

National Grid is hiring a Lead Key Account Manager in Buffalo, NY
This is a Hybrid Role - Must live within a commutable distance to our locations

National Grid is committed to the success of its customers. This role is critically important to National Grid in implementing the clean energy future. The individual will be responsible for understanding the customer, developing a deep understanding of National Grid's suite of solutions, and regional energy considerations relating to energy trends and policy. They will develop proactive account planning, lead regular customer engagement sessions. The individual will serve as the customer expert within National Grid, coordinating our internal strategy to meet the customer's needs.

• Develop proactive account planning for assigned customers
• Key activities of the Customer Account Management team may include, but are not limited to:
• Account Plans: Develop and manage account plans with the customer which document shared objectives related to the customers' strategic business plans and daily operations related to energy. Manage associated action plans among internal and external stakeholders
• Infrastructure Planning: Assist customers with electric and gas infrastructure master planning. Engage Customer Connections and Engineering teams as needed for technical and financial analysis and problem solving
• New Connections: Engage Customer Connections teams on specific projects and monitor interactions with the customer on their portfolio of electric connections work, gas connections work and DG interconnections. Coordinate with EBU and GBU as needed
• SEMPs: Partner with Customer Solutions sales teams to develop multi-year Strategic Energy Management Partnerships (SEMPs) with largest accounts focused on achieving clean energy objectives (i.e. EE, EV, electrification, RNG/H2, GHG reduction).
• Clean Energy: Explore opportunities to increase customer implementation of clean energy projects (incl. EE, EV, electrification). Engage with Customer Solutions sales and program management teams on specific projects and monitor interactions with the customer
• Executive Engagement: Engage National Grid senior leadership in direct discussions with key customers on a periodic basis to ensure the voice of the customer is heard
• Engage customers with curiosity and intent to learn
• Share knowledge and develop technical understanding for economic development, energy efficiency and the future of heat to determine and shape the customer experience
• Provide technical guidance, support and coaching to establish National Grid as a leader in energy solutions
• Build multithreaded relationships within customer account to ensure balanced feedback and account strategy development
• Distill customer requirements and create a succinct action plan for internal National Grid stakeholders
• Document action plans and methodically track progress to key company metrics, leveraging Salesforce.com
• Take initiative to understand business functions within National Grid and supporting organizations, building relationships across teams

• Provide support during electric and/or natural gas service quality issues or interruptions - owning the communication of resolutions to the customer executive management
• Liaise with other groups within the Customer Organization team (e.g., Managed Account Services, Account Maintenance & Operations, etc.) and Electric/Gas Operations to address metering, billing, and/or payment disputes, performing initial triage on issues at an appropriate level of detail necessary to handoff for issue resolution
• Support operations and customer service, including, but not limited to, on-call duties, storm restoration efforts, outage coordination and support for customer service on a 24/7 basis
• Participate in major storm events as the information liaison for assigned region, stakeholders, and/or customers during outages and other emergencies.

• Bachelor's degree in engineering, marketing, business or equivalent.
• 10 years of experience in business development, sales, engineering, and/or community relations roles.
• Must possess superior business skills to interact with senior management level executives of external customers and community leaders in settings to build strong partnerships with stakeholders
• Must possess excellent verbal, and written communication skills along with the ability to author reports and develop presentations for senior management as required
• Strong understanding of utility sector with expertise pertaining to trends and common customer needs
• Strong understanding of how National Grid's products and services align to commercial and industrial customer's energy needs
• In-depth experience collaborating and influencing with peers and leaders across multiple functions in the Company and external stakeholders, to achieve positive outcomes for the strategic needs of our large customers.
• Experience in crisis or external emergency management

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