Key Accounts Manager

Job Summary

The Key Accounts Manager is responsible for developing and maintaining strategic relationships with the utility's largest commercial, industrial, and institutional customers (Key Accounts). This role serves as the primary, high-level point of contact, ensuring these critical customers receive exceptional service and tailored energy solutions. The Key Accounts Manager will work proactively to understand their business needs, enhance customer satisfaction and loyalty, and support their energy-related goals. This position is crucial for customer retention, system reliability, and the promotion of utility programs and services. Supervision is exercised over all division personnel.

Essential Duties & Responsibilities

• Acts as the single point of contact for a portfolio of key accounts. Build and foster strong, long-term partnerships through regular on-site visits, proactive communication, and responsive support.

• Provides guidance on energy usage, rate structures, power quality, and cost-saving opportunities. Analyze customer energy data to identify trends and recommend efficiency measures, demand-response participation, and beneficial electrification programs.

• Serves as the internal advocate for key accounts, coordinating with various utility departments—including Engineering, Operations, and Billing—to resolve complex issues related to power quality, reliability, billing disputes, and service requests.

• Manages and coordinate new service connections, system upgrades, or expansions required by key accounts, ensuring timely and effective project completion.

• Informs key accounts about relevant utility initiatives, public policy changes, new technologies (e.g., renewable energy options, battery storage), and emergency preparedness protocols.

• Maintains detailed customer records in the utility's Customer Relationship Management (CRM) system. Prepare regular reports on account status, customer satisfaction, and program participation.

• Assists in the negotiation and administration of special contracts for large power users, ensuring terms are clear and mutually beneficial.

• Recommends and initiates promotions, transfers, suspension, termination, or other personnel actions.

• Prepares departmental budget.

• Evaluates employees' work performance and recommends means by which they can improve their skills.

• Analyzes and resolves work problems; may confer with union representatives to resolve grievances.

Required Knowledge, Skills & Abilities

• Thorough knowledge of modern office practices and procedures.

• Exceptional interpersonal and communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.

• Proficiency with CRM software and Microsoft Office Suite (Word, Excel, PowerPoint).

• Ability to interpret and explain moderately complex rules and regulations.

• Ability to make oral and written presentations clearly and concisely.

• Ability to establish and maintain effective working relationships with the public, employees, and other job-related contacts.

Education & Experience

Bachelor's degree in business administration, engineering, marketing, energy management, or related. A minimum of five (5) years of experience in account management, technical sales, or customer service within the utility industry or a related field. Demonstrated experience working directly with large commercial and industrial customers is preferred.

The Virgin Islands Water & Power Authority is proud to offer a comprehensive benefits package to eligible, full time employees.

• Medical, Dental and Vision Insurance
• Government Employees Retirement System (GERS)
• Basic Life and AD&D Insurance
• Voluntary Life Insurance
• Long Term Disability Insurance
• Supplemental Insurance
• Personal Time Off (PTO)
• 457b Deferred Compensation Plan
• Employee Assistance Program (EAP)