Key Account Manager (Rome – Northwest Region) 

 

To see region location on map, please click link below:

https://www.southerncompany.com/content/dam/southerncompany/pdfs/mysource/operating-area-map.pdf

JOB LEVEL: E6 

ORGANIZATION/WORK LOCATION: Customer Service/Managed Accounts/Rome Distribution Area  

 

 

JOB SUMMARY 

Position Overview: The Key Account Manager II (KAM) at Georgia Power is a critical role responsible for delivering industry-leading customer experience and building broad, effective relationships with our largest, most complex, and politically influential customers.  The KAM ensures customer satisfaction and loyalty through proactive account management, maintains collaborative partnerships with internal stakeholders, and supports multi-product solutions. 

 

Key Responsibilities: 

Customer Relationship Management:  Establish and nurture strong, long-term relationships with key customers, including large multi-site enterprises, complex commercial and industrial facilities, and politically sensitive customers.  Act as the primary point of contact, ensuring timely and effective communication and resolution of customer issues.  Internal Collaboration:  Build and leverage partnerships with internal teams such as Power Delivery, Region External Affairs, Economic Development, Pricing and Rates, and Customer Solutions.  Actively participate in the Region Council representing Managed Accounts.  Proactive Account Management:  Conduct regular reviews of customer energy usage and make appropriate recommendations.  Develop and provide solutions to customer needs, problems, and goals, ensuring complete customer satisfaction with Georgia Power’s services.  Customer Loyalty:  Increase customer loyalty as measured by the Net Promoter Score (NPS).  Be responsive to customers, provide timely resolutions, and grow customer trust in Georgia Power.  Storm Restoration:  Support storm restoration activities by participating on the Damage Assessment Team (e.g. DAT Coordinator, TCMS Operator, Evaluator, Driver, Logistics) in the assigned area to ensure customer needs are met promptly.  Technical Expertise:  Ability to perform iClear’s for transformer sizing and other technical assessments, as required.  Ability to understand, explain and communicate the various rate options available to various commercial and industrial customers in the assigned portfolio.  Opportunity Identification:  Identify and document opportunities to deliver solutions that meet customer goals in Oracle Sales Cloud. 

 

JOB EXPERIENCE/EDUCATION 

Four-year degree (Engineering, Business, or other technical degree preferred) or comparable work experience required  Certified Energy Manager®, Certified Energy Auditor®, or other relevant technical/ energy industry certification(s) a plus  Minimum of two years of experience providing exceptional customer service and support to Data Centers, large governmental agencies, multi-site or complex industrial customers and/or other large commercial customers preferred  Familiar with Customer Resource Management tools such as Oracle Sales Cloud, SalesForce, Hubspot, or other leading CRM tool(s) 

 

KEY SKILLS 

Relationship Building – expertly build, develop, and leverage broad and effective relationships at all levels, both internally and externally with customers, community stakeholders, and segment organizations. Excellent interpersonal and communication skills.  Customer Focus and Problem Solving – effectively engage the customer, possess a working knowledge of the customer’s needs and operation, leverage appropriate resolution channels, and effectively lead project teams to solve problems.  Digital Engagement – effectively leverage remote support tools including video conferencing, business focused texting, leveraging/creating video clips and other digital media, and engaging the customer in their preferred communication channel(s).  Solution Selling – effectively partner with Solutions partners to package a broad range of energy services, electro-technologies and other energy-related products and services. Proven success with long sales cycles and consultative sales in a team selling environment. Able to lead or support project teams to develop proposals, make presentations, negotiate and close complex sales. Technical and Analytical – ability to understand and communicate complex rate options like RTP, TOU-RN, and DPEC. Understand regulations, policies, procedures, contracting, the Georgia Territorial Electric Service Act, and other complex information to adeptly drive progress and customer results across multiple internal departments. Ability to quickly learn the drivers and needs of assigned customers including growth objectives, timelines, critical issues, and partnership opportunities. 

 

JOB RESPONSIBILITIES 

Provide industry leading customer support and service through exceptional communication, both internally and externally, that drive top quartile NPS results  Become the customer’s Energy Expert - build and maintain strong working relationships with decision makers for assigned customer portfolio  Work and communicate with all key cross-functional partners such as: Distribution, Transmission, Pricing & Rates, Solutions, Economic Development, Region Leadership, Customer Choice, etc.  Directly partner with the Solutions organization to maximize growth and the seamless delivery of solutions across all Southern Company products and services to assigned customers in order to grow the market, revenues, and profitability  Elevate the team’s performance through best practice sharing, mentoring, and providing support and guidance to team members 

 

BEHAVIORAL ATTRIBUTES 

Role model of Our Values: Safety First, Intentional Inclusion, Act with Integrity, and Superior Performance 

 

OTHER REQUIREMENTS 

Must be available to work CENS and assigned storm duty, which could include evenings, weekends, holidays, and overnight travel.  Routine travel within assigned region to meet with internal partners and/or customers, and occasional overnight trips for team and organizational meetings.