Account Manager

Title: Account Manager Company: Tampa Electric Company State and City: Florida - Tampa Shift: 8 Hr. X 5 Days POSITION CONCEPT: The Account Manager builds strong relationships with Commercial and Industrial customers and corporate decision-makers to meet or exceed company objectives and departmental goals. Promote Tampa Electric Company, its products and services, and the safe and efficient use of energy, and coordinate the delivery of company resources to maximize customer satisfaction. Develops industry expertise in assigned market segments and serves as the customer’s primary point of contact for interactions with the company. Works to ensure customer satisfaction while balancing the interest of the customer, regulatory agencies, and the shareholders. Solicits and maintains favorable contacts with current and potential commercial and industrial customer accounts in assigned market segments. Under general supervision, ensures customer satisfaction by researching and resolving customer problems, recommending modifications to the company’s service, and coordinating negotiations with appropriate senior personnel. Performs under direct to moderate supervision. PRIMARY DUTIES AND RESPONSIBILITIES Establish, develop, and build strong customer relationships with corporate decision-makers through on-going personal interaction. Enhance relationships by acting as customer’s point of contact for Tampa Electric products and services. In addition, gain credibility by becoming an industry expert in the customer’s line of business through a full understanding of that industry including changes, pressures, and advances, and identifying ways to increase the customer’s profitability through the efficient use of energy. Enhance internal relationships with appropriate Tampa Electric departments through increased communication, on-going personal interaction, and recognition for direct support in achieving customer satisfaction. Effectively communicate with management, departments, and co-workers to continuously improve communication and delivery of products and services. Facilitate Energy Delivery operations by coordinating planned outages with assigned customers. Communicating with Energy Delivery and with customers regarding unplanned outages and restoration. Report Key Customer Issues to senior management monthly. Support Corporate emergency ICS Plan and ICS duty, when activated. Provide On-call responsibilities on a rotation basis. (7x24 on-call for one week during rotation as well as assisting System Service and Grid Operations). Identify and match available company resources to customer energy needs and requirements in the areas of Reliability, Conservation, Capacity, Power Quality. Lead Interruptible Customer operations by monitoring the status of TEC’s generation resources and maintain awareness of possible interruptions. Monitoring weather that could impact operations (temperature, storm, flood). Support Corporate emergency ICS duty, when activated. Communicate with Interruptible Customers to keep them informed of the status of their electric service. Monitor Optional Provision purchases and communicate information to customers. Lead market segment strategies to gain industry knowledge and expertise. Market all company programs and services to C&I customers. Support preparation of Customer Lighting Work requests to initiate formal light designs and proposals from Energy Delivery. Evaluate, support and coordinate company sponsored events, which portray Tampa Electric as the industry expert and bring value to the customer. Includes developing and hosting webinars, lunch-n-learn and other types of training events. Coordinate market research efforts to identify market trends, issues and opportunities within assigned segments. Present at Trade Shows, Expos and Conferences. Provide technical expertise to customers, trade allies and other Tampa Electric employees as it relates to technologies, rate evaluations, billing inquiries, conservation and energy management, future growth, and competitive programs and services. Maintain Account Management database of daily interactions to track activities and enhance marketing of products and services and to ensure appropriate tracking of issues and needed follow up. Apply market intelligence to develop business partnerships and identify and capture opportunities for the expansion of sales and other strategic initiatives. Lead special projects and assume leadership role as required with some supervision. Assists with the induction and training of new team members, provides support and training on new information and technologies. QUALIFICATIONS Education Required: Bachelor’s degree from an accredited university. Preferred: Bachelor’s degree in business, marketing, accounting, communications, IT, engineering or economics from an accredited university. Licenses/Certification Required: Valid driver’s license and use of reliable personal vehicle necessary to perform field activities or meetings, anywhere in the state of Florida. Preferred: Certified Energy Manager or Business Energy Professional certification. Experience Required: 4 years working with commercial customer service; or 4-years as an Account Coordinator. In lieu of a Bachelor’s degree, an additional 2 years of commercial customer service experience may be considered. Preferred: 2 years of large electric utility account management experience. 1 year of SAP-CRM experience as a user, validator, or tester of customer service related functionality. Knowledge/Skills/Abilities (KSA) Required: Above average analytical and decision-making skills to perform analysis necessary to manage assigned accounts; ability to work independently, and in a self-directed team; demonstrated proficiency in the knowledge of and ability to interpret load profile data; and knowledge of Tampa Electric’s standard grid system. Must be familiar with the Florida Administrative Code and Company Tariff, Programs and Services. Above average oral and written communication skills required to effectively present findings and information to customers and internal constituents. Proficient planning and organizational skills. Autonomous work schedule to maximize time available for field activities and meet customer requests, document activities and follow up in a timely manner. Knowledge of electric utility operations and terminology, to provide technical information to customers. Knowledge of comparing energy rates and performing load profile analysis to support high bill resolution and billing anomalies to ensure proper follow-up to customer concerns. Strong business application skills including MS Office Suite and SAP CRM database. Preferred: Knowledge of project management, budgeting and forecasting experience, regulatory filing and interrogatory testimony. Senior Account Manager POSITION CONCEPT The Sr Account Manager works independently to manage most complex market segments. Uses extensive knowledge of electric utility system to provide leadership in all aspects of Tampa Electric’s business relationships with its largest customers. Assists in development of long-range planning for assigned market segments. Reviews and recommends changes to organizational policies and procedures. Assists in training others on policy and procedure changes. Serves as Subject Matter Expert on Tampa Electric’s retail tariffs and can provide back up support in manager’s absence. May testify before various governmental and regulatory agencies and legal proceedings related to bankruptcies and civil suits. PRIMARY DUTIES AND RESPONSIBILTIES Lead multiple projects independently, lead teams without direct reports, and make recommendations to senior management inside and outside of business unit including presentations, reports and summaries of project analysis, findings and recommendations. Independently develop and lead formal presentations, white papers and business cases and deliver to senior level management. Make formal recommendations on large projects, which includes territorial disputes and other complex matters. Support the development of formal presentations, white papers and business cases to senior level management with minimal direction and support. Prepare draft responses to FPSC interrogatories, and other data requests and/or required reports from NERC, FERC and other industry related agencies. Develop and assist in the development of department business plans and goals to support the overall Company Business Plan. Negotiate large contracts and special projects with largest C&I accounts, governmental authorities, new business and other utility companies. Independently prepare very detailed analysis to account for and explain large C&I revenue variances by customer and segment, understand the business drivers and accurately reforecast and budget for changes. Research customer specific issues, large project information, new business and apply knowledge to develop business cases for making recommendations to senior leadership. Maintain confidentiality of very high-profile information. Act in place of management by attending and leading meetings, project teams and special assignments on behalf of the business unit Manager. May lead the monthly customer issues meeting on behalf of manager and director. QUALIFICATIONS Education Required: Bachelor’s degree from an accredited university. Preferred: MBA and a Bachelor’s degree in business, marketing, accounting, communications, IT, engineering or economics from an accredited university. Licenses/Certification Required: Valid driver’s license and use of reliable personal vehicle necessary to perform field activities or meetings, anywhere in the state of Florida. Certified Energy Manager or Business Energy Professional certification. Experience Required: 2 years experience as Account Manager with demonstrated proficiency. In lieu of a Bachelor’s degree, an additional 2 years of commercial customer service experience may be considered. Preferred: 2 years of large electric utility account management experience. 1 year of SAP-CRM experience as a user, validator, or tester of customer service related functionality. Knowledge, Skills & Abilities Required: Subject Matter Expert on Tampa Electric’s retail tariffs. Ability to independently develop a term sheet to support customer contract negotiations, project terms and terms of special circumstance is required, while balancing all stakeholder interests. Ability to negotiate contracts with minimal direction and support. Ability to back-up management by attending and leading meetings, project teams and special assignments on behalf of the business unit Manager. LEADERSHIP COMPENTENCIES Speaks up on Safety, Health and the Environment Takes Ownership and Acts with Integrity Drives Operational Excellence for Customers Builds Strong, Collaborative Relationships Develops People and Teams Cultivates Innovation and Embraces Change Thinks Strategically and Exercises Sound Judgment WORKING CONDITIONS Driving/field time up to 75% of the day; spent in a combination of working with Customers, working outdoors and in attics, walking, bending, and climbing, and providing back-office support. Provide 24-hour, 7 days a week availability for commercial and industrial customers and internal team members. PHYSICAL DEMANDS/REQUIREMENTS Physical ability to safely walk for extended periods, climb and carry materials in the field; and attend site/field meetings in adverse conditions such as severe hot/cold weather, rain, and severe wind. TECO offers a competitive Benefits package Competitive Salary 401k Savings plan w/ company matching * Pension plan * Paid time off Paid Holiday time * Medical, Prescription Drug, & Dental Coverage *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more STORM DUTY REQUIREMENTS....Please make sure to read below Responding to storms will be considered a condition of employment. TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures. TECO Energy is proud to be an Equal Opportunity Employer. TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations. In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities. Pay Transparency Non-Discrimination Statement The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) ADA policy It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s. Application accommodations Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed. Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability. Nearest Major Market: Tampa Job Segment: CRM, ERP, SAP, Database, Engineer, Technology, Engineering