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Key Account Manager II

JOB LEVEL: E6 

ORGANIZATION/WORK LOCATION: Trenton, Dalton, or Cartersville

REPORTS TO: Brian Dickey - Mgr, Segment Sales 

JOB SUMMARY

The Key Account Manager II (KAM) provides industry-leading customer service, builds broad and effective customer relationships across both Industrial and Commercial customer segments, supports multi-product solutions, and maintains collaborative partnerships with internal stakeholders. 

The KAM drives proactive account management to successfully support Georgia Power's largest, most complex, and/or politically engaged customers.  They provide exceptional problem resolution, identify solutions, and increase customer value and loyalty as measured by the Net Promoter Score (NPS). They build broad and strong internal partnerships and effectively leverage these relationships to provide timely and effective communication and develop customer-centric plans that help customers achieve their goals. They effectively manage complex financial, contractual, and method of service issues for a customer portfolio that includes some of the largest customers across northwest Georgia.

The KAM will provide team elevating support with a focus on the flooring segment, providing segment knowledge and experience to assist the statewide team.  This will likely include providing valuable segment information to internal departments and groups, including data for senior and executive leaders, and working seamlessly with Customer Solution partners.  They should show exceptional teamwork through best practice sharing, peer training, and a strong ability to build and leverage internal partnerships.

JOB EXPERIENCE/EDUCATION

• Minimum of two years of experience providing exceptional customer service and support with large Industrial and/or Commercial customers (Flooring Industry experience is a plus)
• Four-year degree (Engineering, Business, or other technical degree preferred) or comparable work experience required
• Certified Energy Manager, Certified Energy Auditor, or other relevant technical/energy industry certification(s) preferred
• Proven history of working well with internal partners
• Familiar with Customer Resource Management (CRM) tools such as Oracle Sales Cloud, SalesForce, Hubspot, or other leading CRM tool

KEY SKILLS

• Relationship Building - expertly build, develop, and leverage broad and effective relationships at all levels, both internally and externally with customers, community stakeholders, and segment organizations. Excellent interpersonal and communication skills.
• Customer Focus and Problem Solving - effectively engage the customer and lead project teams to solve problems.
• Digital Engagement - effectively leverage remote support tools including video conferencing, business focused texting, creating and leveraging video clips and other digital media, and engaging the customer in their preferred communication channel(s).
• Solution Selling - effectively partner with multiple internal departments to package a broad range of energy services, electro-technologies, energy efficiency, and other energy-related products and services. Experience with long sales cycles and consultative sales in a team selling environment. Able to lead or support project teams to develop proposals, make presentations, negotiate and close complex sales.
• Technical and Analytical - ability to understand and communicate complex rate options and programs like RTP, TOU-RN, FPA, and DPEC. Understand regulations, policies, procedures, contracting, the Georgia Territorial Electric Service Act, and other complex information to adeptly drive progress and customer results across multiple internal departments. Ability to quickly learn the drivers and needs of assigned customers including growth objectives, timelines, critical issues, and partnership opportunities.

JOB RESPONSIBILITIES

• Provide industry leading customer support and service through exceptional communication, both internally and externally, that drive top quartile NPS results

• Become the customer's Energy Expert - build and maintain strong working relationships with decision makers for assigned customer portfolio

• Work and communicate with all key cross-functional partners such as: Distribution, Transmission, Pricing & Rates, Solutions, Economic Development, Region Leadership, Customer Choice, etc.

• Directly partner with the Solutions organization to maximize growth and the seamless delivery of solutions across all Southern Company products and services to assigned customers in order to grow the market, revenues, and profitability

BEHAVIORAL ATTRIBUTES

• Role model of Our Values: Safety First, Intentional Inclusion, Act with Integrity, and Superior Performance

OTHER REQUIREMENTS

• Must be available to work CENS and assigned storm duty, which could include evenings, weekends, holidays, and overnight travel.

Must be available for occasional travel for internal and customer-focused business meetings