Key Customer Manager

Seattle City Light, a department of the City of Seattle, is one of the nation's largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship.
The Customer Experience Division is recruiting to fill a regular vacancy for a Key Customer Manager in Business Customer Services. This position provides specialized account management and customer support for businesses, municipalities, schools, and government organizations helping them operate their facilities reliably and efficiently. The Key Customer Manager is the primary resource at the utility who can be leveraged for any utility-related request. With a blend of sharp leadership and keen problem-solving skills, they navigate the utility with unwavering precision. Critical to this role is the ability to gain the trust and respect of team, coworkers, industry peers, customers, and leadership.
This position will report to the Business Customer Services Manager. Here is more about what you'll be doing:

• Build business relationships with officials and staff of key, large and institutional accounts representing the largest businesses and local governmental agencies that are within the Seattle City Light service territory. Serve as an advocate for these customers within City Light.
• Act as liaison with utility customers, utility leadership, project managers, engineers and other technical professionals.
• Develop customer-driven policies, programs and services directed at designated customers; work within Seattle City Light to formalize and implement services; coordinate with management and other professional staff in other City departments for account administration; facilitate resolution of conflict between business needs of the customer and technical, policy or administrative constraints of the city or utility.
• Interpret technical, policy and administrative procedures impacting large business customer activities.
• Work with customers to propose solutions for current and future business needs and develop individual strategic customer plans tailored to the needs of the customer. Facilitate initial utility consideration of customer electrification proposals and opportunities.
• Work independently and exercise a high degree of independent judgment.
• Represent utility at community, business and/or government meetings.
• As a Strategic Advisor, develop and present background briefing materials to utility leadership on complex customer issues to guide and facilitate informed decision-making.
• Communicate with Key Customers affected by unplanned power outages, and help staff the customer service section of the department's incident management/continuity of operations team.
• Develop systems for follow-up on delegated projects or tasks

Required Qualifications: In addition to the skills and experience mentioned below, a successful applicant will have experience that reflects a commitment to creating fair and equitable outcomes and has:

Education: Bachelor's degree in business, public administration, engineering or urban planningor related field.
Experience: 3 years of qualifying work customer service experience with knowledge of utility and Key Customer business and technical issues.
Or
A minimum of five years' combination of education and experience which provides an equivalent background required to perform the work.

Desired Qualifications - You will be successful if you have the following experience, skills, and abilities:

• Excellent customer service and problem-solving skills.
• Outstanding strategic planning skills and analytical skills needed to work with customers to address their current and future needs.
• Experience conducting industry specific research and performing related policy analysis for utility and city executive management.
• Familiarity with City Light service territory, policies, programs and services.
• Experience working with senior level staff and leadership within and outside one's own organization.
• Demonstrated outstanding written and verbal communication skills.
• Self-motivated individual that can work independently.
• Demonstrated ability to work in and manage ambiguity; capable of dealing with issues that do not always have a process or a system in place.

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.The full salary range for this position is $47.85to $71.80 per hour.
Application Process
Please submit the following with your online application:

• A cover letter in which you clearly describe how your knowledge, experience, skills, and abilities prepare you for the job responsibilities and qualifications outlined in the job announcement
• A current resume of your educational and professional work experience.

Who May Apply: This position is open to all candidates that meet the qualifications. Seattle City Light values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. Seattle City Light encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, and those with diverse life experiences.
Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check. The background check will involve a criminal history check, which includes conviction and arrest records in compliance with the Seattle's Fair Chance Employment Ordinance, SMC 14.17 and the City of Seattle Personnel Rule 10.3. A driving history review may be conducted in compliance with SMC 4.79.020. Applicants will be provided an opportunity to explain or correct background information.
The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans.
Want to know more about Seattle City Light? Check out our web page: https://www.seattle.gov/city-light/about-us/careers .Employment Type: Classified Civil Service, Regular, Full-Time