Director, Customer Account Management, NY

About us

National Grid is hiring a Director of Customer Account Management NY. This is a Hybrid role, and based out of our North Syracuse office, however other company office locations in NY will be considered.

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

Lead the accountability for the strategic relationships between National Grid and the large customers we serve. Oversee and strategically drive account management activities in support of business goals established by the company, and act as the advocate of the needs and interests of customers we serve to internal National Grid departments and leadership.

Represent National Grid on the key organizational boards that strategically enhance relationships with customers, advance regional economic development initiatives and/or are positioned to advocate in partnership with National Grid on key issues tied to energy delivery

Key Accountabilities

Direct a team of Account Managers who serve as the primary points of contact and partners at National Grid for the Company's largest customers. The Account Management team will explore opportunities to add business value and enhance the customers' experience through clean energy solutions, digital solutions and improvements to their electricity and gas service.

Key activities of the Customer Account Management team may include, but are not limited to:

Account Plans: Develop and manage Account Plans with the customer which document shared objectives related to the customers' strategic business plans and daily operations related to energy. Manage associated Action Plans among internal and external stakeholders

Infrastructure Planning: Assist customers with electric and gas infrastructure master planning. Engage Customer Connections and Engineering teams as needed for technical and financial analysis and problem solving

New Connections: Engage Customer Connections teams on specific projects and monitor interactions with the customer on their portfolio of electric connections work, gas connections work and DG interconnections. Coordinate with EBU and GBU as needed

SEMPs: Partner with Customer Solutions sales teams to develop multi-year Strategic Energy Management Partnerships (SEMPs) with largest accounts focused on achieving clean energy objectives (i.e. EE, EV, electrification, RNG/H2, GHG reduction).

Clean Energy: Explore opportunities to increase customer implementation of clean energy projects (incl. EE, EV, electrification). Engage with Customer Solutions sales and program management teams on specific projects and monitor interactions with the customer.

Executive Engagement: Engage National Grid senior leadership in direct discussions with key customers on a periodic basis to ensure Voice of the Customer is heard.

• Develop and implement proactive strategies to ensure strong key stakeholder relationships are established and maintained

• Implement strategies to build, maintain and protect ensure a solid reputation for National Grid's reputation as an industry leader in energy and the environment by managing the interests of industry and business associations, environmental groups, and other stakeholders

• Drive all aspects of National Grid's relationship with key manufacturing and commercial customers to ensure the retention and growth of company revenues, delivery of company programs and the attainment of high levels of customer satisfaction

• Initiate and cultivate strong working relationships with internal National Grid departments to build and promote National Grid's standing with business leaders

• Provide leadership to a large team by coaching and mentoring colleagues to facilitate individual growth and development; champion a team environment in which diverse backgrounds are respected and valued

• Execute communications and engagement programs to advance the mission and enhance market visibility and messaging with large managed accounts

• Proactively lead inter-departmental collaborative efforts for timely and effective external customer resolutions

• Mobilize and lead external engagement in key internal operational, regulatory and strategic company initiatives, including efforts to advance the clean energy transition

• Identify trends, issues and opportunities as strategic input to influence senior Executives to integrate change management and culture transformation initiatives

• Proactively identify areas of opportunity or risk

• Support the Corporate Affairs leaders in the external coordination and execution of the Company's emergency management response plans, during events where electric and/or gas delivery service interruptions/incidents have occurred. Lead all interactions with managed customers

Qualifications

• Bachelor's degree or higher with 10 years' of experience in business, marketing, public administration, government affairs, public and or community relations

• Energy utility experienced preferred

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

• Must possess strong management skills, excellent verbal, and written communication skills along with the ability to write reports and develop presentations for senior management as required

• Experience in crisis or external emergency management

• Must possess exceptional interpersonal skills and the ability to provide positive influence in customer matters, as well as facilitate the resolution of internal and external issues/conflicts

• In depth experience of working and influencing in a large complex organization, working in a collaborative manner to address and plan stakeholder engagement

• Understanding of the environment and key external industry and non-industry stakeholders which relate to and have an impact on the utilities sector (governmental, regulatory, communities, agencies, industry bodies)

• Able to manage and explain complex, competing issues working with and through others - maintaining alignment with National Grid strategic direction and aims

• High levels of networking, influencing and negotiation with a range of external stakeholders (individuals, agencies and groups)

• Provide direction and leadership on the organization's strategy action plans to assist in hitting key milestones in order to accomplish goals and impact growth.

• Actively build and maintain a network of internal relationships at senior levels in the business

• A strategic and proactive leader and influencer

Dimensions

• Directing a staff of 10-20 Account Managers, each responsible for approx. 10-50 key customers (30 average), developers and/or municipalities.

• Developing large account management strategy through cross-functional coordination with the Program Management, Network Strategy, Electric Ops and Gas Ops teams.

More Information

LI-Hybrid

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Upstate NY Salary: $154,000 - $181,000 a year

Salary commensurate with location and experience

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.