Principal Account Manager

 DTE is one of the nation’s largest diversified energy companies. Our electric and gas companies have fueled our customer’s homes and Michigan’s progress for more than a century. And as Michigan’s largest source of renewable energy, we’re creating a cleaner, healthier environment to power our future. We’re also serving communities beyond Michigan, where our affiliated businesses offer renewable energy, emission control technologies, and energy services to industries in 19 states.
 

But we’re more than a leading energy company... and working at DTE is more than just a job. At DTE, we take great care of each other and our customers, and we use our energy to be a force for growth and prosperity in our communities.  When you join us, you’ll be part of a team that welcomes, recognizes, and celebrates differences and values everyone’s health, safety, and wellbeing.  Are you ready to make that kind of difference? Bring your energy to DTE. Together, we can achieve great things.
 

Testing Required: Not Applicable

Hybrid Role: This role is hybrid, with an established schedule of in-person work required at an assigned work location. Any remote work is expected to be performed from an employee’s primary residence, unless allowed (or prohibited) through the Company’s remote work guidelines.

Emergency Response: Yes – Must be available to perform a primary assignment in support of DTE’s emergency response to storms or other events that impact service to our customers.

Job Summary

Establishes, manages and develops business relationships with complex and highly visible commercial and industrial customers across key, national and major customer account groups. Enhances profitability and customer satisfaction levels. Functions as single point of contact between the company and portfolio of customers, with substantial annual electric and gas revenues. Oversees electric choice activities, including determining best rate/price, providing price comparisons, and managing customer relationships and customer expansion activities. Resolves range of customer issues by working with organizations throughout the corporation that impact or influence customer service; generates positive service outcomes on the customers' behalf. Visits customer sites on a regular basis. Mentors and participates in the development of less experienced or lower-level marketing personnel. Span of control: 0; individual contributor.

Key Accountabilities

• Develops, maintains and manages positive business relationships with customers' senior level managers and other key decision makers, through understanding customer operations and energy-related applications and concerns.
• Identifies business opportunities among the customer portfolio and takes proactive steps; ensures customers are made aware of applicable products and services
• Manages customer service process, including addressing customer service-related issues and responding to service-related inquiries
• Performs complex rate comparisons on customers' behalf, including determining the electric and natural gas rates that are best-situated to retain (or reacquire) customers, and ensuring customers are classified using advantageous rates
• Administers special pricing contracts and educates customers on electric choice or alternative energy programs
• Assists customers in their building/facility expansions by facilitating interactions with corporate personnel regarding energy-related construction issues, substation issues, sub-transmission and transmission issues, changes in their load profiles, administration of rules and policies, and collection of associated expansion charges, etc.
• Researches and resolves customers' issues and concerns regarding products and services, (e.g. service interruptions, power quality issues, power factor, tax issues, and collection-related matters)
• Inputs and maintains day-to-day customer interactions and relationships via a Customer Relationship Management System (CRM)
• Mentors and assists other account management personnel on rate applications, Michigan Public Service Commission (MPSC) rules and regulations, service policies and procedures, customer energy applications, selling process, etc.
• Joins and actively participates in professionally-related customer organizations and community-related activities
 

Minimum Education & Experience Requirements

This is a multi-track base requirement job; education and experience requirements can be satisfied through one of the following three options:

• High school diploma and 11 years of experience, inclusive of marketing, sales or customer interfacing, or relevant technical role such as Master Electrician, Electrical Apprenticeship etc.; OR