Position Summary:
The Supervisor, Key Account Management is primarily responsible for overseeing key account managers and program operations. This role entails leadership, training, and onboarding of new staff, as well as identifying business development opportunities and implementing performance metrics to enhance departmental effectiveness and transparency. The Supervisor ensures the retention, expansion, and overall satisfaction of strategic commercial and industrial customers by monitoring their operations, changes, and drivers. Additionally, this position manages customer service excellence, contract management, and fosters enduring business relationships with executive-level decision makers. Reporting to the Manager of Business Development, the Supervisor also communicates critical customer activities that impact organizational operations and financial status.
Essential Functions:
• Supervise staff to achieve departmental objectives, organizing and monitoring workflow processes.
• Recruit, select, onboard, and train new employees to maintain a skilled team.
• Develop and implement strategic plans to optimize program performance and success.
• Identify career advancement opportunities for team members.
• Monitor and oversee performance, offering coaching and counseling as necessary.
• Implement productivity standards and departmental efficiencies through new procedures.
• Cultivate and maintain high-level relationships with key decision makers to ensure customer satisfaction and program growth.
• Serve as the primary contact for key commercial and industrial customers, addressing account and contract maintenance, policy changes, utility rates, products and services, and industry trends.
• Provide input on new business development, construction revenue estimates, utility rates, and business case analysis.
• Manage the onboarding of new key account customers, deploy key account management tools, and deliver exceptional customer service.
• Coordinate with internal stakeholders to achieve organizational goals and resolve issues.
• Participate in contract development and negotiations related to economic development, utility sales, and equipment leases.
• Communicate customer issues' financial, load, and political impacts promptly to management.
• Produce comprehensive reports on customer activity, load changes, contracts, and strategic plans.
• Develop and oversee reporting mechanisms for key account program metrics.
• Operate independently with minimal supervision.
• Draft and present proposals and concepts to management and the executive team.
• Represent the department as a subject matter expert for corporate initiatives and projects.
• Lead major project endeavors with formal reporting requirements and feedback mechanisms.
• Actively support departmental and corporate process improvement and evaluation teams.
• Expected to comply with all BWL policies and work rules.
• Predictable and reliable attendance.
• Perform other duties as assigned by management.
Why Should You Apply?
- Competitive salary, employee development, and opportunity for professional growth.
- Robust time off benefits including vacation, free choice, sick leave, and paid holidays.
- Comprehensive benefits package including medical, prescription, dental, life insurance, long-term disability, and employee assistance program.
- Retirement programs including 401a (100% company paid up to 13% of base salary), 457 match up to $2,500 per year, retiree medical.
- Voluntary benefits including supplemental and dependent life insurance, vision, flexible spending, AFLAC options, LifeLock anti-theft, long term care, tuition reimbursement, HOPE loan.
About BWL:
The Board of Water & Light serves Lansing, Michigan, and surrounding areas with electricity, water, and steam. Lansing's city charter vests the BWL with full and exclusive management of water, steam, and electric services for or the city. The American Public Power Association has honored the Lansing Board of Water & Light as one of the country's best publicly owned utilities.
The Location:
Lansing, MI provides the opportunity to enjoy all seasons of fun and beauty. With the Grand River open for kayaking, lush golf courses, 17+ miles of trails for biking/hiking/running, Potter Park Zoo, and the sports, the arts and fine foods that comes from being near a major University, Michigan State University, there is a spot for everyone. The area is a short drive from Lake Michigan’s shoreline where there is views of natural beauty, boating, fishing, and windsurfing.
