Director, Customer Account Management, NY

About us

 

 

National Grid is hiring a Director of Customer Account Management NY. This is a Hybrid role, and based out of our North Syracuse office, however other company office locations in NY will be considered.

 

 

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

 

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.
 

Job Purpose

 

 

Lead the accountability for the strategic relationships between National Grid and the large customers we serve. Oversee and strategically drive account management activities in support of business goals established by the company, and act as the advocate of the needs and interests of customers we serve to internal National Grid departments and leadership. 

Represent National Grid on the key organizational boards that strategically enhance relationships with customers, advance regional economic development initiatives and/or are positioned to advocate in partnership with National Grid on key issues tied to energy delivery
 

 

Key Accountabilities

 

 

Direct a team of Account Managers who serve as the primary points of contact and partners at National Grid for the Company’s largest customers.   The Account Management team will explore opportunities to add business value and enhance the customers’ experience through clean energy solutions, digital solutions and improvements to their electricity and gas service. 

 

Key activities of the Customer Account Management team may include, but are not limited to:

Account Plans:  Develop and manage Account Plans with the customer 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 DG interconnections.  Coordinate with EBU and GBU as needed

SEMPs:  Partner with Customer Solutions sales teams to develop multi-year Strategic Energy Management Partnerships (SEMPs) with largest accounts focused on achieving clean energy objectives (i.e. EE, EV, electrification, RNG/H2, GHG reduction).

Clean Energy:  Explore opportunities to increase customer implementation of clean energy projects (incl. EE, EV, 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 Voice of the Customer is heard.

 

 

• Develop and implement proactive strategies to ensure strong key stakeholder relationships are established and maintained
• Implement strategies to build, maintain and protect ensure a solid reputation for National Grid’s reputation as an industry leader in energy and the environment by managing the interests of industry and business associations, environmental groups, and other stakeholders
• Drive all aspects of National Grid’s relationship with key manufacturing and commercial customers to ensure the retention and growth of company revenues, delivery of company programs and the attainment of high levels of customer satisfaction
• Initiate and cultivate strong working relationships with internal National Grid departments to build and promote National Grid’s standing with business leaders
• Provide leadership to a large team by coaching and mentoring colleagues to facilitate individual growth and development; champion a team environment in which diverse backgrounds are respected and valued
• Execute communications and engagement programs to advance the mission and enhance market visibility and messaging with large managed accounts
• Proactively lead inter-departmental collaborative efforts for timely and effective external customer resolutions
• Mobilize and lead ex