Business Services Account Manager (Manger-Principal)

Business Services Account Manager

Proactively manage the company's relationship with large and medium sized commercial and industrial customers (approximate size between 100 and 750 kW) by serving as the customers' single point of contact for energy delivery and advice on energy products & services. The account manager strives for the highest levels of customer satisfaction in the delivery of electric service and account maintenance to each customer. Exceptional customer service is the goal, and is sought in a manner consistent with the goals and objectives of the regulated operating company. The associate position is entry level. The BSAM associate will be assigned a portfolio of 300-600 assigned account customers.

At AEP, we're more than just an energy company we're a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!

What You'll Do :

• Customer Relationship Management :
• Serve as the primary field point of contact for assigned customers with 24 / 7 / 365 availability.
• Follow a proactive plan to meet and develop relationships with contacts for assigned customers.
• Demonstrate ability to develop professional relationships with key managers and executives for assigned customers.
• Demonstrate a strong customer experience mindset with internal and external customers and encourage a similar mindset from matrix partners.
• Gain familiarity in evaluating historical customer satisfaction survey results and develop mutually beneficial plans to strengthen the business relationship.
• Proactively interface with assigned customers during power system interruptions or in anticipation of significant regulatory / political / industry change.
• Provide energy solution consultation based on customer's needs to lower costs or identify electrically powered process needs.
• Communication Skills :
• Present a professional appearance in representing the company at all times.
• Exhibit good oral and written communication skills, effective documentation skills and demonstrate familiarity with Microsoft Word.
• Exhibit comfort level with representing the Company to our internal and external customers.
• Document key customer activities in ADAM and MACSS.
• Participate in industry and community activities and organizations.
• Technical Expertise :
• Possess entry-level knowledge and basic understanding of the distribution electrical system and its components.
• Gain a basic understanding of electrical units including kW, kWh and kVAR as they relate to billing, capacity, power factor correction, etc.
• Provide basic service reliability and power quality explanations to assigned customers.
• Enlist assistance of senior level associates, as needed.
• Gain familiarity of meter technologies and their applications.
• With guidance from supervision and senior level staff, coordinate complex, new and expanded electric service requests.
• Financial Responsibility :
• Develop basic understanding of the Customer Information System.
• Develop a basic understanding of Terms and Conditions of Service as well as General Service tariffs, as approved by state regulatory commissions.
• Provide billing explanations and tariff analysis to meet the customer's needs.
• Participate in the credit and collection process and monitor customer delinquencies to reduce charged-off accounts and collect security deposits for assigned accounts, as needed.
• Gain ability to prepare and present simple contracts to ensure proper service and rate application for the customer and adequate return for the company.
• Actively participate in the sales and marketing function, as directed by the Company.
• Energy Management :
• Demonstrate ability to educate assigned customers on the effective and economical use of electric energy, company programs, as well as, industry restructuring.
• Assist customers on the effective and economical use of electric energy, including energy management tariffs.
• Develop a good understanding of company's energy efficiency programs, products, and alternative energy options.
• Work closely with energy efficiency program managers and the implementation contractors, as available.
• Attend meetings, seminars, and webinars to enhance knowledge.
• Proactively meet with customers to promote company's energy efficiency programs.
• Participate in company-sponsored marketing opportunities at trade shows and community events.
• Problem Solving and Initiative :
• Demonstrate ability to respond to customer inquiries, including but not limited to : power quality, quality of service, billing questions, etc.
• Assist CSARs by working excess high bill orders, as necessary.
• Develop good problem-solving skills, and work well with customers and other internal departments.

What We're Looking For :

Required License(s) / Certification(s) : Certification as a Certified Energy Manager (CEM) or other Energy Rating Certification is preferred.

Business Services Account Manager (Salary Grade 6) : Bachelor's degree in Business, Finance, Marketing, Engineering or Industrial Technology with at least 4 years of customer service experience in a technical environment; (Or) Associate Degree in a study listed above, with at least 6 years of customer service experience in a technical environment; (Or) High school diploma or GED with a minimum of 8 years of customer service experience in a technical environment.

Business Services Account Manager Sr. (Salary Grade 7) : Bachelor's degree in Business, Finance, Marketing, Engineering or Industrial Technology, with 6 years of customer service experience; (Or) Associate Degree in a study listed above, with at least 8 years of customer service experience in a technical environment; (Or) High school diploma or GED with a minimum of 12 years of customer service experience in a technical environment.

Business Services Account Manager Principal (Salary Grade 8) : Bachelor's degree in Business, Finance, Marketing, Engineering or Industrial Technology plus 8 years of customer service experience in a technical environment; (Or) Associate Degree in a study listed above, with at least 10 years of customer service experience in a technical environment; (Or) High school diploma or GED with a minimum of 14 years of customer service experience in a technical environment.

Additional Expectations :

Must have strong proficiency in Microsoft Office Products. Must possess a valid Driver's license. Must be available to assigned customers 24 / 7 / 365 except while on approved vacation or paid sick time.

What You'll Get :

This single vacancy is posted in a range. Please note that Education and / or relevant Experience will be used to determine the appropriate salary and salary grade.

Business Services Account Manager (Salary Grade 6) : $76,000.00-$86,000.00 / Annually (USD)

Business Services Account Manager Sr. (Salary Grade 7) : $89,000.00-$99,000.00 / Annually (USD)

Business Services Account Manager Principal (Salary Grade 8) : $91,000.00-$101,000.00 / Annually (USD)

In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

Compensation Grade : SP20-006

Compensation Range : $72,380.00-90,474.50 USD

The Physical Demand Level for this job is : S Sedentary Work : Exerting up to 10 pounds of force occasionally and / or a negligible amount of force frequently. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status