Associate Account Manager (Major Accounts Services)

Sustains and increases company revenue and profitability by establishing, enhancing and managing customer relationships with key decision makers through increased customer satisfaction and loyalty. Assigned customer base consists of small to medium commercial and industrial companies. Acts as a single point of contact through proactive outbound customer calls. Handles portfolio of approximately 300 customers with annual electric and gas revenue of $25,000 - $300,000 per customer. Accountable for electric choice activities, determining best rate/price, providing price comparisons, solving customer billing and payment issues, and customer expansion activities. Span of control: 0; individual contributor.

*Proactively develops, maintains and manages relationships with customer's key decision makers by understanding customer's operation, energy related applications and needs.
*Collaborates with customers and performs simple rate comparisons to determine the best electric and natural gas rates to retain or reacquire customers and ensure that customers are on the best rate. Administers special pricing contracts; educates customers about electric choice, etc.
*Actively works with customer portfolio to identify business opportunities and customer needs to enhance customer relationships. Manages the customer service process and address service related issues.
*Investigates and resolves customer's electric and gas billing issues/problems/concerns, process rate change requests, meter change outs, disconnects and turn-on, prepare contracts and tax forms, address changes, change of business name, etc.
*Works with customers to facilitate and coordinate building expansion and construction issues, changes in their load profiles, administration of rules and policies, collection of associated electric and natural gas charges, etc.
*Coordinates researching and resolving customer's other issues and concerns, including service interruptions, tax issues, and collection related matters
*Inputs day to day assigned customer interactions into system
*Maintains customer and account parent/child relationships in system
*Proactively contacts customers regarding products and services the enterprise offers.
*Responds to customer's product and service inquiries
*Joins professional related customer organizations and actively participates in those organizations as well as other community activities
*Maintains and corrects customer and account assignments in all corporate system applications ( e.g., Customer Relationship Management- CRM, SAP database, etc.)
*Proactively establishes and maintains relationships with individuals in other internal departments who directly and indirectly impact and or influence the level of service received by assigned business customers.

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 5 years of experience, inclusive of marketing, sales or customer interfacing or relevant technical role such as Master Electrician, Electrical Apprenticeship, etc.
• Associate degree and 3 years of experience, inclusive of marketing, sales or customer interfacing or relevant technical role such as Master Electrician, Electrical Apprenticeships, etc.
• Bachelor's degree in Engineering, Facilities/Construction Management or Business with 1 year of experience in a marketing, sales, or customer interfacing experience

Other Requirements
*Technical and analytical skills required to interpret basic rate/price information and resolve commercial and industrial customer rate/price inquiries
* Ability to model and resolve fundamental billing-relatedissues and perform rate/price comparisons
*Strong interpersonal and communication skills to effectively communicate with subject matter experts at the Company and key decision makers at the customers
*Persuasive sales and negotiating skills
*Ability to effectively and efficiently work with business customers and internal cross-functional organizations to resolve customer issues
* Ability to work in a team environment that supports and willingly assists work group members to achieve business success
* Strong organizationalskills and the flexibility necessary to prioritize and adjust daily/weekly/monthly assignments and schedules to meet customer and Company objectives

Preferred
* Utility-relatedtechnical certification or Card (such as a Master Electrician/Certified Boiler Operator or Certified Energy Manager CEM or a technical Apprentice Certification)
*Basic understanding of DTE Energy enterprise roles, responsibilities, processes, procedures, rates, special contracts, and products/services
*Working knowledge of computer applications; Excel, Word, Power Point
* Will be required to complete a Company-sponsoredbasic electricity class
* Will be required to complete a Company-sponsored energy management class or equivalent
* Will be required to complete a Company-sponsoredsales and negotiating class
* Possesses a valid driver's license and meetsCompany driving standards
*Provides own transportation
* Assists the Company with its storm emergency response efforts by working storm assignments

Incumbents may engage in all or some combination of the activities and accountabilities, and utilize a variety of the competencies cited in this description depending upon the organization and role to which they are assigned. This description is intended to describe the general nature and level of work performed by incumbents in this job. It is not intended as an all-inclusive list of accountabilities or responsibilities, nor is it intended to limit the rights of supervisors or management representatives to assign, direct and control the work of employees under their supervision.