Key Accounts Coordinator

3 months ago

Ottawa, Canada Hydro Ottawa Full time

By generating and distributing power, each person at Hydro Ottawa is part of empowering the lives of people in the communities we serve.

Our work means all the activities that make up our lives - at home, at work, at play - are there when we need them.

That purpose unites us and fuels our work. And if joining us in this essential work energizes you too, we may have the opportunity for you.

JOB SUMMARY

The Key Accounts Coordinator is a commercial customer facing role that requires collaboration with both internal and external resources to deliver on customer expectations in addition to developing and maintaining customer relationships. The Key Accounts Coordinator works with business owners, building owners and operators, and technical staff (engineers, architects, contractors and technical support staff) and is the primary point of contact for products and services offered by Hydro Ottawa. The Key Accounts Coordinator is responsible for leading and supporting client services, pursuing new opportunities to strengthen Hydro Ottawa’s market share, working with internal cross-functional teams to resolve customer issues, and supporting the development of the team.

MAJOR RESPONSIBILITIES- Segment customers (key, standard, managed) and refine designation based on opportunity analysis.- Align account activities to maximize productivity and customer insight.- Develop and implement a yearly account plan, to include main initiatives to be undertaken, reports and metrics on key performance indicators, and cover customer priorities, for assigned accounts in alignment with overall account strategy, corporate strategic plan and customer experience roadmap.- Contribute to developing business cases, work plans, processes, and tools to support the successful execution of the overall account strategy.- Take a leadership role in the expansion of business opportunities. Lead and empower a diverse group of team members with focus on customer requirements.- Interact with customers to ascertain needs, business drivers, and future energy plans, such as electrification, distributed energy resources, net-zero targets, energy efficiency etc. Capture and share intelligence with service delivery leaders to assist with developing strategies that strengthen market share or increase customer value.- Undertake consultative sales approach and leverage technical abilities based on vertical market opportunities. Be familiar with and be able to promote a wide range of company services and solutions.- Assist and lead business development activities including presentations and training seminars on industry issues, contribute to proposal development and various client management activities.- Help customers with complex issues such as bill analysis, understanding rate classes, electricity usage, provincial programs, regulatory guidelines, energy/cost savings opportunities, etc.- Work with multidisciplinary teams (Distribution Engineering & Asset Management, Energy Conservation, Grid Technology, Regulatory), and other stakeholders to help remove barriers and enable delivery of customer projects.- Populate Customer Relationship Management (CRM) system with customer information and manage the system content and leverage the tool to build new business.- Act as a primary contact for designated accounts on all related issues for the company including but not limited to technical, load profile information, operational agreements, billing and planned outages.- Act as a corporate spokesperson for Hydro Ottawa Limited and its holding company to designated commercial customers.- Ensure that customer account information is made available to executive staff and sponsors to coordinate opportunities for meetings.- Liaise with and support other divisions in the company to develop initiatives for improving customer service in alignment with the customer experience strategy and roadmap.- Assist with development and implementation of required marketing to drive business development and create potential partnerships with identified accounts.- Collaborate and coordinate with other internal groups as it relates to customer engagement and events.- Ensure all corporate health and safety policies are followed.- Identify opportunities by researching industry sources, attending events, tracking prospective markets, customers, and competitors.- Participate in applicable working groups and committees, and collaborate with other industry partners on relevant projects, as required.- Develop successful capture strategies for new initiatives.- Perform other duties as required.

EDUCATION AND EXPERIENCE- Post-secondary education in a related field such as business, engineering or technology focus- Minimum 3 years relevant work experience with consulting, technical sales, account management, or project management- Strong channel management skills- Ability to analyze and manage program metrics- Program development, program management, and sales experience- Must have a valid cl

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