Senior Account Manager, Customer Connections

About Us National Grid is hiring a Senior Account Manager for our National & Strategic Accounts department in Waltham, MA.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live.

The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

National Grid is committed to the success of its customers. This role is critically important to National Grid inimplementing the clean energy future. The individual will be responsible for understanding the national accountsin the retail and grocer sectors, developing a deep understanding of National Grid’s suite of solutions, and regionalenergy considerations relating to energy trends and policy. They will develop proactive account planning and leadregular customer engagement sessions for the top national accounts. The individual will own the customerrelationship and serve as the customer expert within National Grid, spanning National Grid territory inMassachusetts and New York, coordinating our internal strategy to meet the customer’s needs.

Key Accountabilities- Serve as the primary point of contact for all aspects of National Grid’s relationship with each customer from newconnection and outage support to regulatory updates and creation of Strategic Energy Management Plans

- Engage national account customers with curiosity and intent to learn, and to develop strategic partnerships

- Develop proactive account planning for assigned customers.

- Share knowledge and develop technical understanding for economic development, energy efficiency, electricvehicles, and the future of heat solutions to determine and shape the customer experience.

- Provide technical guidance, support and coaching to customers establishing National Grid as a leader in energysolutions.

- Build multithreaded relationships within customer account to ensure balanced feedback and account strategydevelopment.

- Distill customer requirements and create a succinct action plan for internal National Grid stakeholders.

- 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, buildingrelationships across teams.

- Strategic Partnerships: Partner with internal teams to develop multi-year Strategic Energy ManagementPartnerships (SEMPs) with largest accounts focused on achieving clean energy objectives (i.e., EnergyEfficiency, Electric Vehicle, electrification, greenhouse gas reduction).

- Clean Energy: Explore opportunities to increase customer implementation of clean energy projects (includingEnergy Efficiency, Electric Vehicles, building electrification). Engage with Customer Solutions sales and programmanagement teams on specific projects and monitor interactions with the customer.

- Executive Engagement: Engage National Grid senior leadership in direct discussions with key customers on aperiodic basis to ensure the voice of the customer is heard.

- Core Issue Resolution: Liaise with other groups within the Customer Organization team (e.g., Billing Services,Account Maintenance & Operations, etc.) and Electric/Gas Operations to address metering, billing, and/orpayment disputes, performing initial triage on issues at an appropriate level of detail necessary to handoff forissue resolution.

Travel to customer sites in Massachusetts and New York, corporate headquarters, as needed, for meetings andindustry events. Travel- Provide support during electric and/or natural gas service quality issues or interruptions – owning thecommunication of resolutions to the customer executive management.

- Support operations and customer service, including, but not limited to, on-call duties, storm restoration efforts,outage coordination and support for customer service on a 24/7 basis.

- Participate in major storm events as the information liaison for assigned region, stakeholders, and/or customersduring outages and other emergencies.

Supervisory/Interpersonal- Experience Required

- Demonstrates excellent communication and interpersonal skills and the ability to communicate with all levels of seniority.

Qualifications

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

- Experience supporting complex C&I customers, business development, sales, engineering, and/or communityrelations roles.

- Proven record of developing multi-year agreements with strategic customers.

- Must possess superior business skills to interact with senior management level executives of external customersand community leaders in settings to build strong partnerships with stakeholders

- Must possess excellent verbal, and written communication skills along with the ability to author reports anddevelop presentations for senior management as required

- Preferred strong understanding of utility sector with expertise pertaining to trends and common customerneeds

- Strong understanding of how products and services align to commercial and industrial customer’s energyneeds

- Experience collaborating and influencing with peers and leaders across multiple functions in the Company andexternal stakeholders, to achieve positive outcomes for the strategic needs of our large customers.

- Preferred experience in crisis or external emergency management

- Valid driver’s license with a safe driving history that meets National Grid’s Safe Driver policy required

More Information

Salary

: $110,000 - $129,000

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. Internal 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.