Experienced National Account Manager, Customer Connections

About us

 

Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid.  In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people.  

  

National Grid is hiring an experienced National Accounts Manager for business development with strategic accounts in Massachusetts and New York. This is a hybrid role, and candidates must reside within a commutable distance to Waltham, MA, and Northboro, MA. 

Job Purpose

 

National Grid is committed to the success of its customers. This role is critically important to National Grid in implementing the clean energy future.  The individual will be responsible for understanding the national accounts in the retail and grocer sectors, developing a deep understanding of National Grid’s suite of solutions, and regional energy considerations relating to energy trends and policy. They will develop proactive account planning and lead regular customer engagement sessions for the top national accounts.  The individual will own the customer relationship and serve as the customer expert within National Grid, spanning National Grid territory in Massachusetts and New York, coordinating our internal strategy to meet the customer’s needs.    

 

Key Accountabilities

 

• Serve as the primary point of contact for all aspects of National Grid’s relationship with each customer from new connection and outage support to regulatory updates and creation of Strategic Energy Management Plans 
• Engage national account customers with curiosity and intent to learn, and to develop strategic partnerships  
• Develop proactive account planning for assigned customers.  
• Share knowledge and develop technical understanding for economic development, energy efficiency, electric vehicles, and the future of heat solutions to determine and shape the customer experience.  
• Provide technical guidance, support and coaching to customers establishing National Grid as a leader in energy solutions.  
• Build multithreaded relationships within customer account to ensure balanced feedback and account strategy development.  
• Distill customer requirements and create a succinct action plan for internal National Grid stakeholders.  
• Document action plans and methodically track progress to key company metrics, leveraging Salesforce.com.  
• Take initiative to understand business functions within National Grid and supporting organizations, building relationships across teams.  

 

 

Key Activities

 

• Account Plans: Develop and manage customer account plans which document shared objectives related to the customers’ strategic business plans and daily operations related to energy.  Manage associated action plans among internal and external stakeholders.  
• Infrastructure Planning: Assist customers with electric and gas infrastructure master planning.  Engage Customer Connections and Engineering teams as needed for technical and financial analysis, and problem solving.  
• New Connections: Engage Customer Connections teams on specific projects and monitor interactions with the customer on their portfolio of electric connections work, gas connections work and distributed generation (DG) interconnections.    
• Strategic Partnerships: Partner with internal teams to develop multi-year Strategic Energy Management Partnerships (SEMPs) with largest accounts focused on achieving clean energy objectives (i.e., Energy Efficiency, Electric Vehicle, electrification, greenhouse gas reduction).  
• Clean Energy: Explore opportunities to increase customer implementation of clean energy projects (including Energy Efficiency, Electric Vehicles, building electrification).  Engage with Customer Solutions sales and program management teams on specific projects and monitor interactions with the customer.  
• Executive Engagement:  Engage National Grid senior leadership in direct discussions with key customers on a periodic basis to ensure the voice of the customer is heard.  
• Core Issue Resolution: Liaise with other groups within the Customer Organization team (e.g., Billing Services, Account Maintenance & Operations, etc.) and Electric/Gas Operations to address metering, billing, and/or payment disputes, performing initial triage on issues at an appropriate level of detail necessary to handoff for issue resolution.  

 

Additional Responsibilities

 

• Travel to customer sites in Massachusetts and New York, corporate headquarters, as needed, for meetings and industry events. Travel <10%. 
• Provide support during electric and/or natural gas service quality issues or interruptions – owning the communicat