Job Description
* Note: Based on education and experience, this (1) opening will be filled either as a Customer Account Manager Associate, Customer Account Manager or Customer Account Manager Sr:
Customer Account Manager Family:
Customer Account Manager Associate (Grade 6)
Customer Account Manager (Grade 7)
Customer Account Manager (Grade 8)
**Internal applicants who are already in one of these grades - this may be considered a lateral move.**
***This position is posted based at AEP's office located in Fostoria, OH; however, the successful candidate may be able to work out of one of AEP's other existing facilities in our Western Ohio District.***
Position Summary:
Proactively manage the company's relationship with its largest most complex commercial and Industrial customers. Responsible for the retention, expansion, and overall satisfaction of a portfolio of 40-60 customers. This position requires a mindset which includes an Economic and Business Development focus and proactive , "relationship-centric" approach to Customer Experience. Responsible for proactively managing and being ultimately responsible for the development and successful implementation of strategic programs and offerings, developing new business, providing exceptional customer service, contract development and negotiation, and building long-term business relationships / partnerships with executive level decision makers. This position will interface with Transmission and Distribution engineers, account managers and representatives within the Customer Services group, the Energy Efficiency group, the Economic Development group and various departments within AEP Ohio and as necessary with the Corporate National Account organization to meet stated goals and objectives. Technical aptitude and experience is essential for candidates that do not possess an engineering degree.
Principal Accountabilities:
- Establishes and maintains high-level relationships with key decision makers within assigned key strategic account organizations entities; Is responsible for the retention, expansion, and overall satisfaction of that client base.
- Provides a "single" point-of-contact for customer contacts to identify critical issues and demonstrate responsibility for overseeing the plans of action to resolve critical issues with key departments within the operating company.
- Proactively manage and be ultimately responsible for: the development and successful implementation of established programs and offerings; the development of new business opportunities; providing exceptional customer service; the negotiation and administration of contracts; the development of long-term business relationships with customer decision makers; the coordination of new or expanded service projects.
- Interface with Transmission and Distribution engineers, the Energy Efficiency group, the Economic Development group and various AEP and operating company business units to meet stated goals and objectives.
- Markets a variety of products and services to AEP Ohio customers in various identified industry segments.
- With the support of manager, works with and engages the operating companies' leadership (at the executive, regulatory, operations & customer service level) on various issues that may affect the assigned key accounts.
- Promotes and supports operating company energy efficiency/demand response programs system wide to assigned key accounts.
- Promotes and supports operating company energy conversion programs with assigned key accounts.
American Electric Power
1 Riverside Plaza
Columbus
Ohio United States
www.aep.com
