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
Georgia Power is the largest electric subsidiary of Southern Company (NYSE: SO), America's premier energy company. Value, Reliability, Customer Service and Stewardship are the cornerstones of the Company's promise to 2.6 million customers in all but four of Georgia's 159 counties. Committed to delivering clean, safe, reliable, and affordable energy at rates below the national average, Georgia Power maintains a diverse, innovative generation mix that includes nuclear, coal and natural gas, as well as renewables such as solar, hydroelectric and wind. Georgia Power focuses on delivering world-class service to its customers every day and the Company is recognized by J.D. Power and Associates as an industry leader in customer satisfaction. For more information, visit www.GeogiaPower.com and connect with the Company on Facebook (Facebook.com/GeorgiaPower), Twitter (Twitter.com/GeorgiaPower) and Instagram (Instagram.com/ga_power).
Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .
Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Identification: 20455
Job Category: Customer Service
Job Schedule: Full time
Company: Georgia Power
