City of Austin - JOB DESCRIPTION

Business Account Manager

This position is responsible for managing Austin Energy's (AE) business relationships with commercial customers. This position performs account management activities and acts as a resource and facilitator to resolve customer issues.

1. Acts as the trusted energy advisor, single point of contact, and customer liaison for assigned customers, delivering excellent customer service. Builds and maintains excellent business relationships with multiple levels of contacts within assigned companies ranging from technical to the executive level.
2. Informs customers of AE's products and services, maintaining a thorough understanding of service configurations, rate structures, policies, reliability, energy conservation, demand response, green building, renewable energy, and distributed energy resources.
3. Develops and implements communication plans and outreach strategies to meet customers’ needs and AE program and strategic goals.
4. Serves as resource and facilitator with commercial customers, resolving customer service, or other issues as they arise. This includes scheduled and unscheduled outages. Participates in cross-functional teams to resolve customers’ issues. Makes recommendations to management for issue resolution.
5. Leads internal cross-functional efforts and effectively communicates with assigned developers and commercial customers regarding AE’s new construction processes, timelines, and design criteria, as well as Green Building programs.
6. Maintains customer account history in customer relationship management software.
7. Follows all safety protocols and actively supports the safety of both customers and employees in the workplace and in the field.

• Knowledge of Microsoft Office and customer relationship management software.
• Knowledge of utility industry functions such as rates, reliability, and energy conservation.
• Skill in leadership and project management to lead employees or groups who are not direct reports.
• Skill in organization and time management.
• Skill in oral and written communication and presentation.
• Ability to explain and advise on technical products and services to businesses.
• Ability to identify potential participants and actively and successfully promote and enroll customers in programs, services or other utility offerings, and manage a designated territory or customer segment.
• Ability to accurately calculate a commercial customer’s complex energy bill using meter or billing data and recommend appropriate rate options.
• Ability to effectively communicate associated complex technical concepts to non-industry individuals.
• Ability to work various shifts, on-call, and call back hours, typically in support of outages or energy emergencies.

• Graduation with a Bachelor’s degree from an accredited college or university with major course work in a field related to Business, Marketing, Engineering, or Liberal Arts, plus (4) four years of experience in account management, sales, customer service, energy efficiency or renewable energy, corporate sustainability, project management, electrical design or facilities management, or another directly related area.
• Relevant experience may substitute for education, year for year, up to (4) four years.

• Must be able to bend, lift, walk, carry, or use a force equal to lifting up to ten (10) pounds frequently and greater than ten (10) pounds of force occasionally.
• Must be able to view a computer screen and possess the manual dexterity required to operate a personal computer on a frequent basis.
• Must be able to climb ladders and traverse construction job sites with up to one mile of walking over raw terrain.
• Must be able to endure frequent outdoor activity, sitting, standing, walking, squatting, bending.
• Must be able to endure occasional exposure to extreme heat, cold, inclement weather, noise, mechanical hazards, fume/odor/dust hazards, electrical hazards, kneeling, and crawling.
• Must be able to travel out of town for meetings or conferences, as necessary.