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The Industrial Account Manager is a career professional that manages the contact relationships of Cleco’s key industrial customers by establishing and maintaining a level of trust with the customer so that all initial contacts with Cleco are made via the accounts manager.  Provide technical advice on electrical requirements for service to Large Commercial and Industrial Customers.  Adheres to a key customer contact schedule, provides timely responses to all customer inquiries, and builds an in-depth understanding of assigned industries/ business processes, markets, opportunities and threats.  Develops the ability to pair customer needs with Cleco resources.  Interacts with Business Development prior to assuming responsibility of customers to establish an acceptable level of understanding of contracts and agreements between customer and Cleco.

Key Responsibilities

Champions a corporate culture that emphasizes transparency, integrity, safety, environmental responsibility, employee development, diversity and inclusion, customer service, and operational excellence.Cultivating customer relationships through phone calls, face-to-face interaction, and proactive service offerings while promoting and establishing yourself as a trusted account advisor.Coordinate, assemble, and lead cross-functional teams to resolve customer issues while making recommendations to achieve bilateral goals and address concerns between Cleco and customers.Serve on cross-functional teams to ensure continuous improvement of internal processes and procedures. Leads, as necessary, the development of new or revised business processes, policies, or programs.Provide detailed follow-up regarding all outages and participate in a root cause analysis of the outages and implementation strategies to improve reliability while addressing customer issues.Maintain Cleco’s key industrial accounts’ pertinent information in independent software where data could be extracted expeditiously, and customer needs are achieved.Verify customer billing for accuracy and identify any errors while providing a solution to billing department.Monitor construction process and serve as liaison between customers and engineering on projects for assigned accounts to ensure successful delivery.Regarded as the technical expert in own job discipline within the organization.Develop an extensive understanding of assigned key customers with emphasis on customer history, load patterns, market conditions, and an upstream/downstream analysis.Lead by example, must set the tone for excellent customer service internally and externally.  Maintain a positive attitude among peers.Share technical expertise with others in the Marketing Group, become the go to person for solving customer issues.Anticipates internal and/or external business challenges and regulatory issues recommends process or service improvements.Leads project teams to achieve milestones and objectives, typically operates with broad latitude in a complex environment.Interacts with Director level management on a regular basis both within the business unit and across functions/units.May lead projects or project teams within broader project or have accountability for ongoing activities or objectives.Guides and prioritizes the activities of professional and/or high-level technical employees with similar technical or functional responsibilities.Work independently with minimal guidance.Decision-making involves the use of judgment and there is some emphasis on the development of new/improved procedures and on the translation of policy into operational plans.Solves unique and complex problems that has broad impact on the business.

Qualifications

Required  Education, Skills & Experience

Bachelor’s degree (required) in Business; Engineering (preferred)5+ years of related experience within large commercial/industrial account management and electrical expertiseComprehensive knowledge of business operations of commercial and industrial customersAbility to effectively listen and communicate with customers and internal departmentsAbility to handle multiple tasks concurrently to readjust priorities to pressing and changing customer demandsComprehensive knowledge of electric transmission and distribution facilitiesComprehensive knowledge of MS Office, Excel, Word and PowerPointAbility to read, interpret and analyze engineering and architectural plansAbility to manage multiple personality types and cultivate buy-in from various departmentsKnowledge of standard business practices and professionalismAbility to interact with all levels of employees to address difficult issuesAbility to manage high workloads and conflicting prioritiesAbility to operate effectively and proactively with an employee centric mindsetDetailed-oriented and high work standards in support of seamless executionAct decisively while thinking strategicallyDrive issues to resolution while maintaining an atmosphere of collaborationThrive on working in a team and supporting others to achieve goals/targetsExcellent verbal and written communication skills

Key Competencies

BEHAVIORAL

Balances stakeholdersBuilds effective teamsBusiness insightCommunicates effectivelyCourageDemonstrates self-awarenessDrives ResultsDrives vision and purposeEnsures AccountabilityInstills trustNimble learningPlans and AlignsSafetyStrategic mindset

TECHINCAL

Analytical skillsComplianceAccount/Client ManagementBrand Management and DevelopmentMarket Research and Analysis

May perform other duties as assigned.
Salary dependent on experience, skills, education, and training.