Account Manager - Wholesale

Position Summary

This position is accountable for all relationship management activities associated with developing and maintaining long-term loyalty with assigned customer accounts, being an advocate of the customer and proponent for NPPD management business positions, for providing outstanding customer service, and resolving customer issues.  Each Account Manager has bottom line accountability for his/her assigned customer accounts and the authority to manage all activities relating to the customer account.

Education, Training and Experience

Education:

Bachelor's degree in Business, Marketing, Technical, or related field and 2 years' experience below (OR) Associate's Degree in Business, Marketing, Technical, or related field and 4 years' experience (OR) High School/GED and 6 years' experience. Advanced education in a technical, business or marketing field is preferred.

Prior Related Experience:

Professional level customer service, electrical utility operations, system planning, power plant operation, or contract administration experience is required. Knowledge of certified Key Account Executive Techniques is preferred. Leadership experience and supervisory skills training are required.

Licenses and/or Certifications

Completion of Key Account Certification Training Program within 18 months of position start date. 

Essential Duties & Responsibilities

Responsible for management, development and maintenance of positive long-term relationships with assigned key customer accounts. Understands the customer's needs, wants, and focus on outcomes.  Learns the customer's business, its market place and identify the role NPPD can play to help the customer address its needs.  Work to exceed customer expectations.  Seek feedback regularly and display a sense of urgency in serving customers.  Create a clear, simple reality-based mission and effectively communicates it to the customer.

Act as primary contact point and serve as liaison between the customer account and NPPD internal departments for issues, services, and products.  Account Managers will have access to Senior Management (Executive Planning Council) and the CEO as necessary.  Effectively recruits and selects team members to resolve issues.  Recognizes individual skills and effectively utilizes them.  Demonstrate group facilitation skills.  Creates and promotes effective team behaviors.  Positively supports cross-functional efforts.  Develop effective working relationships with other business units.  Displays self-confidence with humility, a sense of humor, and has high integrity and is trusted.  Involves all necessary departments in the discussion and operates in a cross-functional fashion.   Works not only with customers, but helps to provide support and resources to other business units in need of assistance.

Develop a thorough understanding of each key customer's business needs and evaluate and recommend solutions, if appropriate.  Prepare and present an annual account plan for each assigned Key Account.  This includes, but is not limited to, the customer profile, annual energy review, and specific sales and service goals.  Develop proposals and responses to customer requests.  Deliver customer outcome-oriented presentations; the ability to approach the customer on an equal status basis; promote NPPD and customer needs in an indifferent or hostile environment.

Question existing practices and processes to develop new ways of doing business and entrepreneurial approaches.  Protects assets and utilizes personnel, equipment, and funds to add value to the District.

Achieve a position as a trusted customer resource.  Work with customers to identify special power products, or other resources, for customers and their end-use customers.  Understands Key Account Management Principles.  Must have ability to meet business people on a high level, display business acumen, and develop rapport and utilize relationship building skills.  Deliver bottom line results and set aggressive goals, recognizes efforts, and rewards results.  Demonstrates excellent communication skills (written, verbal and presentation).  Listens effectively, communicates information clearly and accurately, and actively seeks feedback and understanding.

Accountable for other duties as assigned.

Core Competencies