Major Account Svcs Acct Mgr 2

Responsible for maintaining and enhancing both customer satisfaction and market sector profitability among new and existing large business customers in assigned business segments. This position works to establish trusted advisor status with assigned customers to enhance customer relationships, influence customer retention, gather market intelligence, and generate advocacy for the company's low-carbon pathway. Develops, evaluates, and implements account plans, programs, and strategies to meet the company's performance goals and carbon emission reduction objectives.

This position has a variety of responsibilities which include coordinating large new projects with customers and the company, negotiating and executing all required agreements while maintaining a positive relationship. Other areas are to assist the Budget process with large customer volume forecasting, assist Government Affairs with advocacy, and to execute on the company's low carbon offerings.

The person in this role possesses strategic thinking ability, very good organizational skills and business acumen.

• Ensures effective customer relationship management of major accounts with special emphasis on key accounts.
• Develops and manages communication and account plan strategies which may include direct proactive contact, newsletters or email updates, promotion of Business Development programs, and other methods.
• Develops and implements customer service strategies which may include market analysis work and regulatory strategies. Conducts profitability/viability analyses.
• Support's Company's Growth & Retention Initiatives.
• Supports, coordinates, and executes the Company's Low Carbon Initiatives with Customers.
• Resource to Customer Acquisition on large non-residential additions for profitability and possible rate training.
• Coordinate and manage large customer capital projects.
• Collaborates with Government Affairs to foster advocacy among large business customers.
• Manages and coordinates a variety of Company interactions with assigned customers to include compliance with Company's tariffs and policies and maintains contact for positive business relationships. Acts as a resource for other departments requiring customer contact or engagement.
• Negotiates and administers customer contracts and the service election process.
• Collaborates with Gas Supply and Engineering on curtailment and transportation issues with customers.
• Contributes to the development and interpretation of non-residential tariffs with Rates and Regulatory Affairs.
• Builds and maintains favorable working relationships with other utilities, governmental agencies, marketers, trade allies, energy associations, and consultants.
• Provides information/recommendations for management decision-making and strategic planning.
• Interfaces frequently with team members including Major Account Services Team, coordinates and supports billing and credit, and other Company staff as necessary.
• Participates in various civic, community, and trade organizations as necessary to support Company strategies and initiatives.
• Ability to access construction and undeveloped work-site locations and customer premises.
• Supports NW Natural's commitment to Diversity, Equity, and Inclusion and a culture of safe work practices.
• Pursues continuing education on equipment, industries, and environmental considerations sufficient to act as a trusted advisor to customers and internal stakeholders, particularly for assigned market segments.

• Bachelor's Degree in Business, Engineering, or related field and a minimum 4 years' experience in account management/ project development/sales or an equivalent combination of education and experience. Utility experience preferred.
• Proven analytical skills, including the ability to think strategically and present decisions based on relevant information; understand impacts of decisions made.
• Superb conflict resolution skills; ability to mediate and resolve problems between internal and external stakeholders through negotiation and persuasion.
• Verbal skills including direct conversation and presentations.
• Demonstrated writing skills including process documentation, customer communication pieces, and report generation.
• Documented experience in constructive customer contact, including both internal and external customer relationships.
• Knowledge of the energy industry, such as natural gas equipment and its applications, supply conditions, competitive advantages, and availability preferred.
• Knowledge of or ability to understand NW Natural's non-residential tariffs, complex rate structures, regulatory issues and policies, and related state/federal codes.
• Ability to read and understand construction practices and techniques and architectural and engineering drawings.
• Skill and ability to perform multi-task functions, organize and manage time effectively to meet deadlines and balance priorities.
• Demonstrated PC skills for word processing, spreadsheet and database applications including Microsoft Word, Excel and CRM experience
• Knowledge or ability to learn to retrieve and enter data in NW Natural's Customer Information System and other Company computer programs.
• Excellent communication skills on an individual and group presentation basis, including negotiation skills and techniques.
• Ability to facilitate and coordinate projects and customer issues including skills in organizing, delegating, and managing time to meet multiple deadlines.
• Ability to maintain consistent practice standards in an environment with frequent changes.
• Possess/maintain a valid Oregon/Washington Drivers' License and a satisfactory driving record.