Commercial Client Manager

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.

 

 

 

 

BRIEF POSTING DESCRIPTION:

The P SN KEY ACCOUNT MANAGEMENT Department of the P CUSTOMER RELATIONS Division at Hawaiian Electric Company has 2 Management vacancies available. (Role: Professional)

 

JOB FUNCTION:

Provides expert, proactive client management services through development of professional consultative relationships with Hawaiian Electric’s commercial customers. Serves as the client’s trusted energy partner and primary point of contact, particularly during outages and emergencies.  Leads the company’s effort to provide exceptional client service by: 1) building strong client 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. 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.
• Provides responsive day-to-day account/client management which may include but is not limited to operational issues, bill inquiries, usage analysis, new service, planned and unplanned outages, power quality and reliability, complaints, joint infrastructure projects, etc.
• Conducts proactive consultative needs analysis with clients, including the development of client-centric product solutions. Demonstrate expert knowledge and application of Hawaiian Electric  programs, products and services, including billing and payment; rates, rules and tariffs; renewable energy and grid services; power quality and reliability; new construction and development; etc.
• Maintains all customer information databases necessary to report activity and customer information.
• 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, memberships and 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