Job DescriptionJOB SUMMARYProvides leadership and work direction to maintain and develop relationships with interconnected customers and businesses including investor-owned utilities, rural cooperatives, municipal electric utilities, independent power producers, large industrial customers, and economic development and industry associations. Leads company effort to identify customer issues and growth opportunities for process improvements, incremental capital growth and improved satisfaction opportunities.
ESSENTIAL DUTIES & RESPONSIBILITIES- Builds 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.
- Establishes and maintains effective relationships with customers by communicating proactively through one-on-one meetings, e-newsletters, routine phone calls and responding to special requests; monitors customers' industries for changing needs.
- Negotiates with outage coordination department and customer representatives to mitigate risk to customers by identifying opportunities to reduce exposure.
- Establishes relationships with economic development advocates to ensure customer needs are identified and communicated with the appropriate audiences.
- Plan, evaluate and improve business processes and procedures to enhance, quality, efficiency and meet the needs of customers.
- 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 the electric transmission industry; identifies issues that affect company customers, makes recommendations and prepares timely communications to customers.
- Maintains the customer relationship management database and internet-based communication process; implements enhancements to database and communication processes to better meet the company's customer needs.
- 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.
- Identifies opportunities to join industry associations related to the electric or manufacturing industries; attends meetings as the company's membership representative.
- Provides support to other 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.
- Provides leadership, guidance, training and work direction to other professionals and administrative staff in the department.
- Administers the biennial Customer Relations Satisfaction Survey.
REQUIREMENTS- Minimum Education and Experience Requirements
- Bachelor's degree in Business, Economics or Engineering and 7 years' experience in Account Management, Operations or Engineering interfacing with industrial customers, Cooperatives, Investor-Owned Utility and Municipalities and generators.
- Or 10 years of Leadership/Supervisor experience in the electric utility industry.
- Other Qualifications Preferred
- MBA, Professional Engineer or NERC Certification
- Minimum of seven (7) years of experience communicating and managing relationships with large commercial/industrial customers, municipal/cooperative utilities, 'investor owned' utilities or key associations of these entities.
- 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 leadership 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 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. Must be able to support ITC Emergency Response that impact service to transmission connected Stakeholders.
- 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.
