Primarily responsible for the retention, expansion and overall satisfaction of strategic commercial and industrial customers. This also includes identifying business development opportunities and implementing marketing initiatives. This position is responsible for monitoring and understanding assigned customer operations, changes and drivers. Responsible for providing exceptional customer service, contract management as assigned, and building long-term business relationships and partnerships with executive level decision makers. Communicates to management customer activities that may impact BWL operations and/or financial status. Work will be performed under the general direction of the Business Development & Marketing Manager.
Establishes and maintains high-level relationships with key decision makers within strategic account organizations; responsible for the retention, expansion, and overall satisfaction of strategic commercial/industrial customers.
Provides single point of contact to key commercial/industrial customers to address topics related to account & contract maintenance, policy changes, utility rates, products & services, and industry trends.
Responsible for providing input as it relates to new business development, construction revenue estimates, utility rates and business case analysis.
Proactively market products and services, manage successful onboarding of new key account customers, implement key account management tools and provide exceptional customer service.
Interface with engineers, utility design staff, customer service, energy efficiency group, and operations to meet stated goals; and also coordinate plan of action to address inquiries and resolve issues.
Participates in contract development and negotiations for economic development, utility sales, equipment lease, etc. as directed.
Responsible for communicating financial, load and political impact of customer issues to management in a timely manner.
Responsible for documenting and producing complex reports on customer activity, load changes, contracts, strategic plans and other projects as assigned.
Actively participates in and supports departmental and corporate process improvement and evaluation teams as assigned.
Attend training for safety awareness or skills improvement as required by the Manager, BWL, or Governmental agency such as MIOSHA.
Perform other duties as assigned.
Bachelor’s Degree or equivalent professional experience in Business, Marketing, Communications, Engineering, or related field, or equivalent combination of education and experience; three or more years of professional work-related experience strategic/key account management, business development, and/or customer service; valid driver’s license with acceptable driving record; demonstrated aptitude with computer applications including Microsoft Word, Excel, Windows, Access, and general PC skills; experience working directly with customers in a sales, marketing, or account management function; strong written and verbal skills; ability to analyze data, work independently, and produce complex reports; must be credible with customers, with demonstrated ability to act as a customer advocate, as well as confident in dealing with external agencies; ability to multi-task and manage multiple projects while working in a team environment and independently as required; willingness to work beyond the normal work week (I.e. 8 a.m. to 5 p.m., Monday through Friday) to meet essential deadlines.
Preferred: Utility industry experience; customer account maintenance experience with commercial/industrial customers preferred; experience and knowledge of electric service distribution systems; superior communications skills (includes effective listening) and customer relation skills.
About Lansing Board of Water and Light
The Lansing Board of Water & Light is a municipally-owned public utility that provides safe, reliable and affordable utility products and services to more than 97,000 electric and 56,000 water customers throughout the greater Lansing area.
Our roots go back to 1885, when Lansing citizens approved building a water system. Electricity was added to our list of utility services in 1892, and steam heat in 1919. Chilled water was added in 2001.
The BWL is governed by a Board of Commissioners made up of eight local citizens who are appointed by the Lansing mayor and approved by city council. The board expanded in 2014 to include three non-voting members representing areas of our service territory outside the City of Lansing.
The BWL owns 2,000 miles of overhead and underground power lines and more than 800 miles of water mains, providing 2.7 million megawatt hours and 7 billion gallons of water to customers annually.