Provide professional expertise, analysis, organization, and coordination in creating customer value through relationship management, utilizing knowledge of the customer and a comprehensive understanding of the market in which they operate. Positions within this classification require a strong focus on strategic account growth, customer satisfaction, expansion of SMUD services provided and fostering loyalty by engaging the customer through the account planning cycle.
The journey level and works under general supervision of the Supervisor, Strategic Account Management and may be led by the Strategic Account Advisor lII. Individuals in this position are fully competent in account management and energy advising and may handle customer accounts of small to large magnitude. This level is distinguished from the Strategic Account Advisor lII, in the level of supervision needed and generally has a less complex nature in Strategic Account Advisory.
NOTE: This posting intends to create an eligibility list which may be used to fill current and future vacancies over the next two(2) years. This posting is for the Strategic Account Advisor II(2) level. If you would like to be considered for the I(1) level Strategic Account Advisor (3428BR), you must apply to both job postings separately.
Major Duties & Responsibilities
- Supports the Strategic Account Advisor process by serving as a technical expert for both account management and comprehensive energy solutions for SMUD commercial/industrial customers within assigned industry segment.
- Acts as primary point of contact for commercial and industrial customers in order to establish and maintain a personalized business relationship based on openness, respect, trust, integrity and accountability for the purpose of identifying customer issues and needs.
- Establish direct, ongoing, personal relationship with decision-making leaders and staff within the customer's organization and assume responsibility for determining and responding to commercial/industrial customer's needs.
- Coordinate activities and services in the areas of Rates, Energy Services, Customer Services & Billing, Energy Operations, and Distribution Services for assigned commercial and industrial account management. Proposes solution development efforts that best address customer needs, while coordinating involvement of all necessary internal SMUD stakeholders. Works with internal teams to ensure operational efficiencies and service levels meet or exceed customer expectations through strong customer service orientation with excellent follow-through skills.
- Market new and existing SMUD services, coordinating requests for services with responsible departments and initiating new service programs based on in-depth analysis of customer needs.
- Resolve various customer-related policy and service issues and report through management as necessary. Such issues may include but are not limited to rates, energy efficiency, new technologies, and power quality.
- Support SMUD efforts with respect to community involvement participating in appropriate activities and organizations. Attend customers' meetings and presentations, focus groups, etc. as beneficial.
- Performs related duties as required.
Minimum Qualifications
Education:
High school diploma or equivalent.
BA/BS from an accredited College or University, in Business Administration, Public Administration or other appropriate disciplines or an equivalent combination experience/education is highly desirable.
Experience:
Three (3) or more years of progressively responsible customer account management or Energy Account Advisor experience.
Knowledge Of:
Customer account management principles and practices; customer relationship development strategies; marketing and sales techniques; customers business and decision making process; marketing strategy and tactics, effective sales techniques, techniques of negotiation and persuasion; techniques and methods of financial evaluation; performance reporting methodologies and Key Performance Indicators (KPI's); organizational performance and operational improvement. Applicable SMUD policies, and applicable management directives; the MUD Act and Civil Service Rules; databases and Microsoft SharePoint; advanced Microsoft Word, Excel, PowerPoint.
Skill To:
Build and maintain successful customer relationships; identify and articulate market and customer requirements; conceptualize innovative and practical solutions to customer issues; develop sales and marketing proposals responding to customer needs; listen effectively to identify opportunities and solutions; deliver formal presentations to customers and the public; provide value-added recommendations to customers, research energy efficiency methods, practices, and equipment.
Desirable Qualifications
- Typically three(3) years of progressively responsible and relevant work experience in strategic account management orenergy account advisor, marketing and selling products and services and making formal, influential public presentations to commercial customers.
- Strategic account management in business to business environment
- Outside sales experience.
- Utility industry experience.
- Demonstrated success in public speaking and engagement.
- Certified Energy Manager (CEM)
- Community outreach experience.
- Participation in community or regional events or organizations.
Sacramento Municipal Utility District
6201 S St
Sacramento
California United States
www.smud.org
