Commercial Client Manager - Maui

We recognize our competitive advantage -- our people. We believe in our people, who share our vision of meeting the needs of our employees, customers, and communities and who carry out the continued success of the company.

Our employees are committed to the company's foundational values: integrity, excellence, teamwork, environmental stewardship, and community commitment. In turn, we invest in our employees, providing opportunities for challenge and advancement and offering a competitive compensation package.

Posting End Date: Open until filled. Early applications are highly encouraged. 

BRIEF POSTING DESCRIPTION:

The P SN KEY ACCOUNT MANAGEMENT Department of the P CUSTOMER RELATIONS Division at Hawaiian Electric Company has 1 Management vacancy available. (Role: Professional)

JOB FUNCTION:

Provides expert, proactive, client management services through development of professional consultative relationships to Hawaiian Electric’s largest and strategic customers. Serves as the client’s trusted energy partner and primary point of contact.  Leads the company’s effort to provide exceptional client service by: 1) building strong relationships; 2) understanding client goals, needs and drivers of success; 3) developing strategies and problem solving to support client success with an entrepreneurial approach; and 4) leading and coordinating cross-functional, internal and external teams on projects, planning and policies. Provides responsive day-to-day account management which may include, among others, operational issues, bill inquiries, usage analysis, new service, outages, complaints, joint infrastructure projects, etc. Lead role for client communications and coordination during outages and emergencies. Leverages deep client knowledge and understanding to inform company and division strategies and execution.

ESSENTIAL FUNCTIONS:

• Provides expert proactive account management services and serves as the professional consultative relationship manager to assigned clients. Through on-going communication, builds and maintains positive long- term relationships based on trust, credibility, integrity and responsiveness. Understands the clients’ needs and requirements – their “big picture” strategic goals. Manages a two-way relationship between clients and the company, enabling coordination on initiatives of mutual interest. Coordinates cross-functional internal teams to address client needs that may span technical, public policy and political issues. Researches, analyzes data, and prepares various reports for major customers and internal users within the company. Keeps business development (or others as needed) informed of evolving client needs and service gaps and supports development of new customer offerings.
• Serves as liaison and client advocate while balancing the interests of the company. Aims to serve as clients’ primary point of contact, minimizing escalations and handoffs. Leads resolution of customer inquiries (e.g., pricing, billing issues and complaints, new service, usage, etc.). Leads team of subject matter experts throughout the company to resolve complex, technical customer issues (e.g., reliability, power quality, rate and power factor payback analysis, and service upgrades, etc.). Utilizes knowledge of technologies and equipment to provide comprehensive solutions to customer and company issues.
• Acts as a company spokesperson and represents Hawaiian Electric to various organizations to enhance corporate image and promote the company’s goals and initiatives among clients and key stakeholders.
• Provides outage and incident information 24/7 as needed to assigned clients and internal stakeholders, including executives. Responds to callouts or emergencies on weekends or at night if required to assist with large scale outage or incident communication to assigned clients.
• Regularly and proactively communicates with clients by email, phone, video (Zoom, Teams, etc.) and in person. These communications should include updates to clients on Hawaiian Electric’s plans and activities to ensure basic understanding of the company’s strategic plans, especially how the clients can benefit from decarbonization and resilience strategies. Anticipates clients’ needs for energy metrics and data and seeks to be a go-to resource to meet clients’ needs. Assists with the planning and execution of meetings and events for clients, i.e., Excom, Top 100, executive calls, etc.
• Stays current on existing and emergent technologies, electrification of transportation, distributed energy resources, grid services pro