HAWAIIAN ELECTRIC CO.
Commercial Client Manager - Maui
HAWAIIAN ELECTRIC CO., Kahului, Hawaii, United States, 96732
Overview
Posting End Date: Open until filled. Early applications are highly encouraged. BRIEF POSTING DESCRIPTION: The SN KEY ACCOUNT MANAGEMENT Department of the CUSTOMER RELATIONS Division at Hawaiian Electric Company has 1 Management vacancy available. (Role: Professional) Job Function
Provides expert, proactive, client management services through development of professional consultative relationships to Hawaiian Electric’s largest and strategic customers. Serves as the client’s trusted energy partner and primary point of contact. Leads the company’s effort to provide exceptional client service by: 1) building strong relationships; 2) understanding client goals, needs and drivers of success; 3) developing strategies and problem solving to support client success with an entrepreneurial approach; and 4) leading and coordinating cross-functional, internal and external teams on projects, planning and policies. Provides responsive day-to-day account management which may include, among others, operational issues, bill inquiries, usage analysis, new service, outages, complaints, joint infrastructure projects, etc. Lead role for client communications and coordination during outages and emergencies. Leverages deep client knowledge and understanding to inform company and division strategies and execution. Essential Functions
Provides expert proactive account management services and serves as the professional consultative relationship manager to assigned clients. Through ongoing communication, builds and maintains positive long-term relationships based on trust, credibility, integrity and responsiveness. Understands clients’ needs and requirements – their “big picture” strategic goals. Manages a two-way relationship between clients and the company, enabling coordination on initiatives of mutual interest. Coordinates cross-functional internal teams to address client needs that may span technical, public policy and political issues. Researches, analyzes data, and prepares various reports for major customers and internal users within the company. Keeps business development informed of evolving client needs and service gaps and supports development of new customer offerings. Serves as liaison and client advocate while balancing the interests of the company. Aims to serve as clients’ primary point of contact, minimizing escalations and handoffs. Leads resolution of customer inquiries (e.g., pricing, billing issues and complaints, new service, usage, etc.). Leads team of subject matter experts throughout the company to resolve complex, technical customer issues (e.g., reliability, power quality, rate and power factor payback analysis, and service upgrades). Utilizes knowledge of technologies and equipment to provide comprehensive solutions to customer and company issues. Acts as a company spokesperson and represents Hawaiian Electric to various organizations to enhance corporate image and promote the company’s goals and initiatives among clients and key stakeholders. Provides outage and incident information 24/7 as needed to assigned clients and internal stakeholders, including executives. Responds to callouts or emergencies on weekends or at night if required to assist with large-scale outage or incident communication to assigned clients. Regularly and proactively communicates with clients by email, phone, video and in person. Updates clients on Hawaiian Electric’s plans and activities to ensure understanding of the company’s strategic plans, especially how clients can benefit from decarbonization and resilience strategies. Anticipates clients’ needs for energy metrics and data and serves as a go-to resource to meet clients’ needs. Assists with planning and execution of meetings and events for clients, e.g., Excom, Top 100, executive calls. Stays current on existing and emergent technologies, electrification of transportation, distributed energy resources, grid services programs, rate design and tariffs relevant to clients. Understands current laws, policies and political issues and how they affect clients. Seeks opportunities to offer company programs and those of partnering/contracted energy services companies. For electrification, understands the company’s role in creating make-ready infrastructure, fleet conversions and charging infrastructure needs for clients. Plans, coordinates and facilitates meetings with internal and external customers to manage and resolve major client and company requests and sensitive issues. Develops communication processes between departments to improve service and workforce knowledge. Assists the Manager with achieving team goals and strategic planning. Represents the Manager in their absence and assists other account managers as needed. Participates as co-lead to coordinate department efforts in the Incident Command Team when activated or during drills. Participates in Company emergency response activities as assigned, including preparing for emergency response. Qualifications
BASIC QUALIFICATIONS
Knowledge Requirements Thorough knowledge of the Company’s regulated utility environment including principles of utility rates and tariffs, interconnection programs, decoupling, PBR, demand response, and general energy issues. Thorough knowledge and demonstrated success across major customer segments and utility-related issues. Thorough knowledge of Hawaiian Electric’s utility operations and divisions including Engineering, System Operations, Construction & Maintenance, Customer Service, Customer Energy Resources, Business Development, Electrification of Transportation and Customer Installations. Working knowledge of SAP and the Hawaiian Electric billing process. Bachelor’s degree in business, marketing, engineering, or appropriate experience required. Knowledge of personal computers and/or mainframe systems and related software (spreadsheets, word processing, databases, etc.). Certified Energy Manager (CEM) certification highly preferred. Skills Requirements Demonstrated supervisory/leadership skills and conflict resolution ability. Strong and effective communication skills including listening, oral, and writing. Ability to teach, coach, and mentor. Presentation skills to groups and individuals. Ability to work independently and as part of a team. Ability to convene and facilitate meetings with personnel at all levels, including executives. Ability to adapt, persevere, and stay flexible in a demanding environment. Handle difficult or sensitive issues professionally and constructively. Strong organizational skills and ability to conceptualize new ideas. Ability to influence and persuade key decision makers and executives while maintaining positive relationships. Analytical and administrative skills for forecasting and budgeting; adherence to company policies and procedures. Must have or be able to qualify for a State of Hawaii driver’s license. Compliance with driving position standards as defined by policy. Experience Requirements Extensive (7+ years) professional experience in account management, customer service, engineering, marketing, sales, or related fields; graduate-level education in these areas is desirable and may count for experience on a year-for-year basis. At least three years’ experience in commercial customer service. Experience providing technical systems and services. At least two years in a supervisory position or demonstrated ability to lead a team. Role:
Professional Number of Vacancies:
1 Location:
Kahului – Maui Hiring Range:
The hiring range for the Commercial Client Manager - Maui is $107,700.00 to $120,000.00. The selected candidate will be placed according to skills and qualifications. About Hawaiian Electric Companies
Hawaiian Electric Companies provide electricity and services to 95 percent of Hawaii’s population. The company is a major employer and contributor to community and educational programs. Visit us at http://hawaiianelectric.com. Applicant Certification
By submitting an application, candidates authorize Hawaiian Electric Companies to confirm statements in the application and permit sharing of information with the hiring department. They release and hold harmless the company for disclosed information, authorize transfer of personnel records for inter-company transfers, and consent to background investigations as necessary. EEO Statement: Hawaiian Electric Companies is an equal opportunity employer, including disability and protected veteran status. Reasonable accommodation requests during the application process should be directed to the HR Service Center at (808) 543-4848. Affiliate Disclaimer: Hawaii-affiliated entities and affiliate disclosures follow per PUC decisions. By applying, you acknowledge potential affiliate-related requirements and restrictions as described in the notice.
#J-18808-Ljbffr
Posting End Date: Open until filled. Early applications are highly encouraged. BRIEF POSTING DESCRIPTION: The SN KEY ACCOUNT MANAGEMENT Department of the CUSTOMER RELATIONS Division at Hawaiian Electric Company has 1 Management vacancy available. (Role: Professional) Job Function
Provides expert, proactive, client management services through development of professional consultative relationships to Hawaiian Electric’s largest and strategic customers. Serves as the client’s trusted energy partner and primary point of contact. Leads the company’s effort to provide exceptional client service by: 1) building strong relationships; 2) understanding client goals, needs and drivers of success; 3) developing strategies and problem solving to support client success with an entrepreneurial approach; and 4) leading and coordinating cross-functional, internal and external teams on projects, planning and policies. Provides responsive day-to-day account management which may include, among others, operational issues, bill inquiries, usage analysis, new service, outages, complaints, joint infrastructure projects, etc. Lead role for client communications and coordination during outages and emergencies. Leverages deep client knowledge and understanding to inform company and division strategies and execution. Essential Functions
Provides expert proactive account management services and serves as the professional consultative relationship manager to assigned clients. Through ongoing communication, builds and maintains positive long-term relationships based on trust, credibility, integrity and responsiveness. Understands clients’ needs and requirements – their “big picture” strategic goals. Manages a two-way relationship between clients and the company, enabling coordination on initiatives of mutual interest. Coordinates cross-functional internal teams to address client needs that may span technical, public policy and political issues. Researches, analyzes data, and prepares various reports for major customers and internal users within the company. Keeps business development informed of evolving client needs and service gaps and supports development of new customer offerings. Serves as liaison and client advocate while balancing the interests of the company. Aims to serve as clients’ primary point of contact, minimizing escalations and handoffs. Leads resolution of customer inquiries (e.g., pricing, billing issues and complaints, new service, usage, etc.). Leads team of subject matter experts throughout the company to resolve complex, technical customer issues (e.g., reliability, power quality, rate and power factor payback analysis, and service upgrades). Utilizes knowledge of technologies and equipment to provide comprehensive solutions to customer and company issues. Acts as a company spokesperson and represents Hawaiian Electric to various organizations to enhance corporate image and promote the company’s goals and initiatives among clients and key stakeholders. Provides outage and incident information 24/7 as needed to assigned clients and internal stakeholders, including executives. Responds to callouts or emergencies on weekends or at night if required to assist with large-scale outage or incident communication to assigned clients. Regularly and proactively communicates with clients by email, phone, video and in person. Updates clients on Hawaiian Electric’s plans and activities to ensure understanding of the company’s strategic plans, especially how clients can benefit from decarbonization and resilience strategies. Anticipates clients’ needs for energy metrics and data and serves as a go-to resource to meet clients’ needs. Assists with planning and execution of meetings and events for clients, e.g., Excom, Top 100, executive calls. Stays current on existing and emergent technologies, electrification of transportation, distributed energy resources, grid services programs, rate design and tariffs relevant to clients. Understands current laws, policies and political issues and how they affect clients. Seeks opportunities to offer company programs and those of partnering/contracted energy services companies. For electrification, understands the company’s role in creating make-ready infrastructure, fleet conversions and charging infrastructure needs for clients. Plans, coordinates and facilitates meetings with internal and external customers to manage and resolve major client and company requests and sensitive issues. Develops communication processes between departments to improve service and workforce knowledge. Assists the Manager with achieving team goals and strategic planning. Represents the Manager in their absence and assists other account managers as needed. Participates as co-lead to coordinate department efforts in the Incident Command Team when activated or during drills. Participates in Company emergency response activities as assigned, including preparing for emergency response. Qualifications
BASIC QUALIFICATIONS
Knowledge Requirements Thorough knowledge of the Company’s regulated utility environment including principles of utility rates and tariffs, interconnection programs, decoupling, PBR, demand response, and general energy issues. Thorough knowledge and demonstrated success across major customer segments and utility-related issues. Thorough knowledge of Hawaiian Electric’s utility operations and divisions including Engineering, System Operations, Construction & Maintenance, Customer Service, Customer Energy Resources, Business Development, Electrification of Transportation and Customer Installations. Working knowledge of SAP and the Hawaiian Electric billing process. Bachelor’s degree in business, marketing, engineering, or appropriate experience required. Knowledge of personal computers and/or mainframe systems and related software (spreadsheets, word processing, databases, etc.). Certified Energy Manager (CEM) certification highly preferred. Skills Requirements Demonstrated supervisory/leadership skills and conflict resolution ability. Strong and effective communication skills including listening, oral, and writing. Ability to teach, coach, and mentor. Presentation skills to groups and individuals. Ability to work independently and as part of a team. Ability to convene and facilitate meetings with personnel at all levels, including executives. Ability to adapt, persevere, and stay flexible in a demanding environment. Handle difficult or sensitive issues professionally and constructively. Strong organizational skills and ability to conceptualize new ideas. Ability to influence and persuade key decision makers and executives while maintaining positive relationships. Analytical and administrative skills for forecasting and budgeting; adherence to company policies and procedures. Must have or be able to qualify for a State of Hawaii driver’s license. Compliance with driving position standards as defined by policy. Experience Requirements Extensive (7+ years) professional experience in account management, customer service, engineering, marketing, sales, or related fields; graduate-level education in these areas is desirable and may count for experience on a year-for-year basis. At least three years’ experience in commercial customer service. Experience providing technical systems and services. At least two years in a supervisory position or demonstrated ability to lead a team. Role:
Professional Number of Vacancies:
1 Location:
Kahului – Maui Hiring Range:
The hiring range for the Commercial Client Manager - Maui is $107,700.00 to $120,000.00. The selected candidate will be placed according to skills and qualifications. About Hawaiian Electric Companies
Hawaiian Electric Companies provide electricity and services to 95 percent of Hawaii’s population. The company is a major employer and contributor to community and educational programs. Visit us at http://hawaiianelectric.com. Applicant Certification
By submitting an application, candidates authorize Hawaiian Electric Companies to confirm statements in the application and permit sharing of information with the hiring department. They release and hold harmless the company for disclosed information, authorize transfer of personnel records for inter-company transfers, and consent to background investigations as necessary. EEO Statement: Hawaiian Electric Companies is an equal opportunity employer, including disability and protected veteran status. Reasonable accommodation requests during the application process should be directed to the HR Service Center at (808) 543-4848. Affiliate Disclaimer: Hawaii-affiliated entities and affiliate disclosures follow per PUC decisions. By applying, you acknowledge potential affiliate-related requirements and restrictions as described in the notice.
#J-18808-Ljbffr