Mgr Customer Accounts

Job Description

Description

We're powering a cleaner, brighter future.

Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.

We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 19,000 colleagues strong serving more than 10 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).

In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.

Are you in?

PRIMARY PURPOSE OF POSITION

Manage and coordinate the activities of specific Account Management Personnel within an Energy Services / Large Customer Services Region. Address customer needs for electric service delivery installation, billing and credit issues, service reliability, load management initiatives, and value added products related to delivery services to ensure increased customer satisfaction and margin growth within the specific region. Coordinate activities with other departments within the company to provide superior customer service and electric service delivery. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Manage a regional strategy to affect timely service delivery, ensure reliability of service, implement load management, handle billing and credit issues, and promote Company sponsored services to customers. (25%)
• Analyze workload volume, assign customers and tasks, establish individual goals, train, coach, and evaluate the performance of Account Management Personnel. (20%)
• Direct and support Account Management Personnel in the development and implementation of customer-specific business plans and action plans. (20%)
• Manage resource requirements and develop and manage operating budgets to meet needs within a specific region. (10%)
• Coordinate the activities of the Energy Services / Large Customer Services Organization with the activities of other Departments within the company to focus on providing reliable energy supply, anticipating and providing for customer needs and providing cost effective delivery services. (10%)
• Manage the implementation of Corporate Programs and Energy Services / Large Customer Services Policies. (10%)
• Work closely with External Affairs to ensure support of account management activities. (5%)

JOB SCOPE

Day-to-day management responsibilities are direct, and primarily administrative in nature. They will typically involve establishing a safe and effective work environment, the management of account management activities, which include coordinating electric service installation, monitoring billing and credit activities, ensuring reliability of electric service and assisting the customer in load management. Assign accounts and manage the Individual Performance Planning & Review process, which includes the establishment of goals, monitoring of progress, review of performance, evaluation of results, and rating of individual performance. Provide counsel to employees in development of their Individual Development Plans. Number of personnel managed includes the following range: Management = 8 � 11 Establish, promote and maintain a safe work environment. Manage the needs of the region's customer base, which provides annual electric revenues up to approximately $300 million. Manage the achievement of the Region's goals while managing an annual operating budget up to approximately $1.0 - $1.7 million. Work involves utilizing internal and external contacts to manage challenges that require superior resolution regarding customer satisfaction, electric service installation, billing and credit issues, and load management. Cooperation, tact, good judgment, and patience are essential to prevent negative impact on Company image or business. Generally operates with wide latitude for reviewed actions or decisions. Work is diversified and complex in nature. Work involves the understanding and application of general instructions and guidelines, and a wide range of practices and procedures. It also requires exercise of judgment and ingenuity, with minimal oversight to select the most appropriate course of action.

Qualifications

MINIMUM QUALIFICATIONS

Bachelor's degree in business, engineering, or other relevant discipline. 7-10 years of business experience with emphasis on customer relationship assignments. Possess general knowledge of collective bargaining agreements and related procedures, policies and processes. Must possess excellent written and oral communication skills, strong analytical skills, and strong technical and financial aptitude. Strong relationship building and negotiation experience is necessary. Must also possess basic computer skills, and management skills including adeptness in leadership, coaching, and budgeting. Demonstrated ability to direct work activities of personnel. In lieu of degree, 9-12 years of relevant experience.

PREFERRED QUALIFICATIONS

• Advanced degree in business, engineering, or other relevant discipline
• 3-5 years of supervisory experience