Account Manager

Role Overview

• Develops and implements plans to build customer support and credibility for the Company and its activities.
• Facilitates collaborative meetings with customers on agenda topics, relevant issues and measuring and monitoring effectiveness.
• Develops, maintains and manages positive business relationships with customers' senior level managers and other key decision makers, through understanding customer operations and energy-related applications and concerns.
• Assists Stakeholders in their building/facility expansions by facilitating interactions with corporate personnel regarding energy-related construction issues, substation issues, sub-transmission and transmission issues, changes in their load profiles.
• Establishes and maintains effective relationships with customers by communicating proactively through one-on-one meetings, routine phone calls and responding to special requests. Monitors customers' industries for changing needs.
• Works closely with the Project Management and Field Supervisors groups to coordinate required equipment outages to allow for system changes and upgrades at Stakeholder facilities.
• Negotiates with outage coordination department and Stakeholder’s to mitigate risk to customers by identifying opportunities to reduce exposure.
• Minimizes equipment shutdowns by developing a long-term equipment outage schedule for periodic maintenance and capital projects.
• Ensures that all customer requests are thoroughly explored, reviewed by appropriate management and provided options in a timely manner.
• Monitors legislative and regulatory developments in wholesale electric transmission industry. Identifies issues that affect company customers, makes recommendations and prepares communications to customers.
• Maintains the Company customer information in internal systems.
• Facilitates and leads meetings with various customers and supports company advocacy efforts. Prepares presentation material dependent on audience and messages to be delivered.
• Develops or enhances procedures that provide benefits to the company's customers.
• Provides support to Company departments including assistance in community events, scheduling outages, facilitating meetings and supporting communication efforts.
• Translates external customer requirements to match the Company's systems including outage communications and interconnection requests.
• Coordinates planned equipment outages that impact generation output with generation operators at key substations. Work with Battery Energy Storage Systems (BESS) facilities to support their ability to operate.
• Maintains and increases personal knowledge of the transmission system and its equipment by participating in tabletop exercises, direct study, seminars, system simulation exercises and field visits.
• Competent in multi-tasking (i.e., ability to prioritize and manage multiple tasks, issues or projects that may include high visibility initiatives and require innovation, teamwork and planning).
• Ability to understand and improve processes such as the Equipment Outage Request (EOR) and communication to Stakeholder.

Requirements

• Bachelor's degree in Business, Public Administration, Marketing, Public Relations, Communications, or Engineering or relevant, equivalent experience and/or education.
• Minimum of five (5) years of experience communicating and managing relationships with large industrial customers, key associations or utilities.
• Minimum of five (5) years of experience in the electric utility industry.
• Working knowledge of Microsoft Office, (Word, Excel, Outlook, and PowerPoint) Transmission Outage Application (iTOA), OSI Monarch OpenView, Asset Sentry, GIS.
• Excellent verbal and written communications skills, including: the ability to convey complex information clearly, concisely and effectively and a demonstrated ability to create and deliver presentations to audiences of varying knowledge level and size.
• Excellent interpersonal and relationship building skills with an ability to leverage those skills with individuals at all levels internally and externally.
• Demonstrated ability to evaluate customer service efforts to ensure Company is perceived as offering value added service and solutions.
• Ability to rapidly identify problems, investigate solutions and present options to Company's executive management and external customers.
• Ability to remain calm and empathetic in difficult situations to actively listen to customer concerns.
• Highly customer-focused with the drive to continually meet and exceed customer needs.
• Ability to maintain confidentiality.
• Must work independently with minimal supervision.
• Ability to travel for Company business several times per month, including overnight stays for multiple days.
• On-Call Responsibility: This role requires 24/7 availability to address unplanned incidents. The candidate must be able to receive and respond to urgent communications from Stakeholders and the ITC Control Room at any time.
• Applicants must be authorized to work in the United States for any employer. ITC does not sponsor employment visas, such as H-1B or TN visas.

Benefits

• ITC offers industry-leading compensation, benefits and opportunities to channel your energy into solutions.
• We foster a culture of belonging
• where every voice is valued, differences are celebrated and everyone has the opportunity to thrive.