Lead Key Account Manager, Customer Management and Engagement

About Us

Superpowered. Meaningful work. Human impact. This is what matters to us at National Grid. In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!

National Grid is committed to the success of its customers and the City of New York. This role is critically important in implementing the clean energy future for municipal accounts. The individual will be responsible for understanding city stakeholders, developing a deep understanding of National Grid’s suite of solutions, and regional energy considerations relating to New York City’s energy trends and policy. They will develop proactive account planning, lead regular engagement sessions with city staff, and serve as the municipal account expert within National Grid, coordinating internal strategy to meet the city’s needs.

Key Accountabilities

- Develop proactive account planning for assigned municipal customers in New York City

- Build and manage strategic relationships with city agencies, officials, and key stakeholders

- Lead account plans that document shared objectives related to the city’s strategic business plans and daily operations related to energy

- Assist city agency customers with gas infrastructure master planning, engaging technical teams for analysis and problem solving

- Coordinate new connections and monitor interactions with city agencies on their portfolio of gas connections work

- Partner with sales teams to develop multi-year strategic energy management partnerships focused on achieving clean energy objectives for New York City

- Explore opportunities to increase city implementation of clean energy projects (EE, EV, electrification)

- Engage National Grid senior leadership in direct discussions with stakeholders to ensure the voice of the city is heard

- Provide technical guidance, support, and coaching to establish National Grid as a leader in energy solutions for New York City

- Build multithreaded relationships within city accounts to ensure balanced feedback and account strategy development

- Document action plans and methodically track progress to key company metrics, leveraging Salesforce.com

- Take initiative to understand business functions within National Grid and supporting organizations, building relationships across teams

Additional Responsibilities

- Provide support during natural gas service quality issues or interruptions for city accounts

- Liaise with other groups within the Customer Organization team and other organizations such as Gas Operations to address metering, billing, and/or payment disputes for city agencies

- Support operations and customer service, including on-call duties, storm restoration efforts, outage coordination, and support for city customer service on a 24/7 basis

- Participate in major storm events as the information liaison for New York City stakeholders during outages and emergencies

Qualifications

- Bachelor’s degree in engineering, marketing, business, or equivalent

- 7-10 years of experience in account management, business development, sales, engineering, and/or community relations roles, preferably with municipal or city accounts

- Superior business skills to interact with senior management level executives of city agencies and keystakholders leaders

- Excellent verbal and written communication skills, with the ability to author reports and develop presentations for senior management and city officials

- Understanding of utility sector trends and common municipal customer needs in New York City

- In-depth experience collaborating and influencing with peers and leaders across multiple functions and external city stakeholders

- Experience in crisis or external emergency management

More Information

$165,000 - $194,000 a year

National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.