Key Account Manager

Job Description

Company Summary Statement

PPL Electric Utilities delivers safe, reliable and affordable electricity to more than 1.4 million homes and businesses throughout its 29-county service territory in eastern and central Pennsylvania. Through smart investments and innovation, it has built one of the most advanced electric grids in the United States. And, with over a century of expertise, PPL Electric remains focused on continuing to build the utility of the future, today. Regularly ranking among the country’s best utility companies for reliability and customer satisfaction, PPL Electric has won numerous awards, including 30 J.D. Power Awards for providing top-quality service to residential and business customers. PPL Electric is a major employer and an active supporter of the communities it serves. Empowering employees, community members and initiatives across its service territory through volunteerism and investments in organizations that support education, sustainability, and wellbeing.

Overview

This position is expected to be the primary liaison between PPL Electric Utilities (PPL EU) and its major industrial and commercial customers (Key Accounts) for business and operational matters related to the cost of electricity (especially POLR), rate cases, load and energy management programs and key PPL issues. This relationship with Key Accounts is critical to PPL EU in order to obtain timely intelligence about customer plans that could impact electric service and so PPL EU has an effective channel through which to communicate information about changes in regulation, tariff, and rates. This relationship is also critical to PPL EU maintaining a positive reputation with influential industry leaders in the community. The position would be accountable for routinely interacting with Key Accounts in the assigned segment (based on either geographic location, industry type or customer size) and assuring highest levels of customer satisfaction.

This position allows you to work from any PPL EU office location.

Responsibilities

1. Develop and sustain an effective relationship with assigned accounts in a manner that earns the trust and confidence of Key Accounts relative to how the electricity provided by PPL EU impact their business. This is a broad responsibility requiring the establishment of effective two-way communications about the physical service provided and the rates, tariffs, and economic issues related to that service.

2. Provide a single point of contact for assigned Key Accounts to communicate with PPL EU on all electricity and service-related issues. The expectation is that the incumbent will be available to Key Accounts beyond routine business hours to address service concerns.

3. Collaborate with PPL's internal resources to ensure Key Accounts' needs for service and information from PPL are met in an effective, efficient and timely manner.

4. Provide PPL EU with accurate and timely intelligence regarding Key Accounts' plans related to energy consumption and use, opinions about rate options and tariffs, service needs, and overall opinion about PPL. Key Account load data will be particularly important for PPL EU's planning purposes.

5. Effectively balance the diverse needs of Key Accounts, as assigned, so that the end result is a consistently high level of communication, service and satisfaction to Key Accounts, and highly reliable and timely intelligence to PPL functions requiring the information.

6. Maintain up-to-date knowledge about issues, rates, and service requirements and broker timely and effective responses to Key Accounts issues and questions about electric service and related economic issues. This accountability includes an understanding of the Key Accounts business issues that are affected by PPL EU's service requirements, rates and tariffs.

7. Engage Key Accounts proactively to convey information or suggest improvements that benefit PPL EU and/or the Key Accounts when data, information, and experience makes it possible to do so.

8. Represent PPL EU at industry trade shows and public speaking engagements.

9. Physical presence in the office/on-site to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

10. May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.

11. All positions in which driving is an essential function of the job, regardless if the job code is marked safety sensitive or not, will also be included as safety sensitive.

Qualifications

1. Bachelor’s Degree or equivalent experience.

2. Five years’ experience directly working with external customers in a sales, marketing, or account management function.

Preferred Qualifications

1. Advanced Degree.

2. PE license in the state of Pennsylvania.

3. Five years’ experience with electric or gas service, rates, and tariff and/or project management experience providing electric or gas service to large customers.

4. Knowledge of electric service requirements, tariffs, and rates.

5. Financial and economic analysis.

6. Superior communications skills (includes effective listening) and customer relations skills.