Account Manager II / Account Manager Senior

Summary

The  Account Manager II/ Account Manager Senior performs as the primary APS representative with Key Accounts, building and maintaining relationships with business leaders and other designated customers. Supports Critical Accounts which typically involve customers that require aggressive energy management support, high levels of engagement, require large load and generate high revenue. Has deep experience in Key Account Management and operates as the subject matter expert. Engages in the most complex customer account management issues, represents APS in complex business negotiations, applies advanced energy management technologies/solutions, and utilizes a mastery of energy policy knowledge in supporting the customer and APS. Understands each customer's business, so that their needs can be anticipated and met. This position advocates for and orchestrates across a broad spectrum of functions for appropriate solutions to address customers' needs while making effective decisions that balance APS' corporate goals, customers' needs, and regulatory requirements.

Minimum Requirements

Account Manager II

• BS/BA in Marketing, Sales, Business, Engineering or related field
• Plus five (5) years of customer service or technical sales relationship building experience. 
• In lieu of a degree, high school diploma/GED and a total of nine (9) years of related education and customer service or sales relationship building experience.

Account Manager Senior

• BS/BA in Marketing, Sales, Business, Engineering or related field
• Plus eight (8) years of technical sales and relationship building experience.
• In lieu of a degree, high school diploma/GED and a total of twelve (12) years of related education and customer service or sales relationship building experience.
• Proven success in customer account management and a strong track record of B2B relationship sales required.

Preferred special skills, knowledge or qualifications:

• Graduate level degree in business management or engineering.
• Demonstrated knowledge of technical sales, energy analysis, engineering applications, energy end-use products and processes required.
• Demonstrated experience of understanding electricity fundamentals, APS distribution system, electric utility industry, and associated regional challenges.
• Demonstrated ability to navigate complex customer organizations, understanding of how customers operate, and how customers use energy.
• Mastery of all relevant pricing structures, power cost fundamentals, APS tariffs, rates, and rules, schedules and regional issues.
• A thorough understanding of metering options (including totalizing), APS programs and services, and payment and billing options.
• Need to be able to explain rate components and adjusters.
• Ability to achieve results by navigating APS to identify and partner with subject matter experts as needed.
• Ability to effectively communicate both orally and in writing complex proposals to sophisticated customers, executives, their staff, and consultants, as well as APS executive management.
• Strong analytical, interpersonal communication and presentation skills.
• Highly developed advocacy and negotiating skills.
• Ability to effectively communicate economic and financial analysis.
• Employ strong business ethics, protect customer's confidential information and comply with a broad range of regulatory requirements.
• Comprehensive knowledge of business principles and fundamentals of energy efficiency and renewable energy.
• Proficiency with Customer Care & Billing (CC&B), Cognos, ADMS, and CRM databases such as Saratoga. Proficiency with Microsoft Office suite.

Major Accountabilities - Account Manager II

1) Act as single point of contact with identified customers for all programs and services to provide technical sales support and solutions.

2) Demonstrate ability to understand and explain APS operations, utility industry, and energy policy.

3) Demonstrate ability to identify risks and opportunities affecting APS business model.

4) Manage internal/external customer expectations up front to meet and exceed company and customer program goals.

5) With the engagement of the Customer Support Team, package and deliver innovative solutions, to create a valuable partnership between APS and the customer. Establish and maintain effective communications, input and relationships with all members of the customer support team and all internal partners required to manage and address customer issues, requests and achieve APS's objectives.

6) Proactively call on assigned customers on a regular basis, developing relationships with their energy decision-makers.

7) Ensure high value customer relationships by providing energy advice and leadership using thorough knowledge of the customer's business.

8) Understand assigned customer's existing and potential uses of energy.  Promote and assist customers in identifying energy efficiency opportunities.

9) Work with Marketing and Customer Service to identify customer wants and needs. Work with customers and Segment Manager to develop and maintain customer profiles, annual sales plans, and service reports.

10) Collaborating with Transmission, Distribution & Customers (TD&C), assess APS's reliability to assigned customers and advocate internally for cost effective improvements with an eye on revenue erosion.

11) Actively coach and endorse the importance of high level customer service throughout all areas of the company, i.e. engineering, service and design, and line operations

12) Facilitate the education and awareness of energy efficiency and renewable energy opportunities to customers through speaking opportunities and memberships in professional organizations

13) Manage a number of Customer Data Base technologies including Saratoga and CC&B.

Major Accountabilities - Account Manager Senior

1) Act as single point of contact with identified customers for all programs and services.

2) Manage internal/external customer expectations up front to meet and exceed company and customer program goals.

3) With the engagement of the Customer Support Team, package and deliver innovative solutions, to create a valuable partnership between APS and the customer. Establish and maintain effective communications, input and relationships with all members of the customer support team and all internal partners required to manage and address customer issues, requests and achieve APS's objectives and Critical Success Indicators (CSI).

4) Proactively call on assigned customers on a regular basis, developing relationships with their energy decision-makers.

5) Ensure high value customer relationships by providing energy advice and leadership using thorough knowledge of the customer's business.

6) Understand assigned customer's existing and potential uses of energy. Promote and assist customers in identifying energy efficiency opportunities. 

7) Work with Marketing and Customer Service to identify customer wants and needs. Work with customers and Segment Manager to develop and maintain customer profiles, annual sales plans, and service reports.

8) Collaborating with Transmission, Distribution & Customers (TD&C), assess APS's reliability to assigned customers and advocate internally for cost effective improvements with an eye on revenue erosion.

9) Actively coach and endorse the importance of high level customer service throughout all areas of the company, i.e. engineering, service and design, and line operations

10) Facilitate the education and awareness of energy efficiency and renewable energy opportunities to customers through speaking opportunities and memberships in professional organizations

11) Manage a number of Customer Data Base technologies including Saratoga and CC&B. In addition to the core Key Account Manager Accountabilities, the Senior Key Account Manager handles the most complex issues with Key Account customers. Additionally, the Senior Key Account Manager may be asked to take responsibility for particularly demanding or challenging customers who are influential in the business community and/or in regulatory affairs affecting APS.

12) Serve as the APS lead in complex customer interactions and in the development of customized solutions (i.e. negotiated special contract rate tariffs, customized microgrid backup generation arrangements, etc.)

13) Ensure that high profile customer relationships are deepening through outcome-oriented, comprehensive account planning and successful plan execution.

14) Effectively establishes and maintains relationships with senior level executives within the customer's organization and facilitates their engagement with APS officer-level personnel when appropriate.

15) Provide ongoing support to Key Account Management Leadership in the areas of implementation strategy, customer messaging strategy, project development and feedback, and out-of-office backup.

16) Provide expert energy consultation including the identification of emerging opportunities, development of strategy, and managing of overall account needs for specific high value customer segments (i.e. data centers, hospitals, etc.)

17) Provide insight and advice to lower level staff for the resolution of complex issues or obstacles by sharing their expert knowledge in account management or energy programs and solutions.

18) Attain a deep understanding of state and federal energy policy matters and effectively apply this understanding when interacting with large, sophisticated cu

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.