Senior Account Manager, Customer Connections

National Grid is hiring a Senior Account Manager for our National & Strategic Accounts department in Waltham, MA.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live.

The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

National Grid is committed to the success of its customers. This role is critically important to National Grid in implementing the clean energy future. The individual will be responsible for understanding the national accounts in the retail and grocer sectors, developing a deep understanding of National Grid’s suite of solutions, and regionalenergy considerations relating to energy trends and policy. They will develop proactive account planning and leadregular customer engagement sessions for the top national accounts.

The individual will own the customer relationship and serve as the customer expert within National Grid, spanning National Grid territory in Massachusetts and New York, coordinating our internal strategy to meet the customer’s needs.

• Serve as the primary point of contact for all aspects of National Grid’s relationship with each customer from new connection and outage support to regulatory updates and creation of Strategic Energy Management Plans
• Engage national account customers with curiosity and intent to learn, and to develop strategic partnerships
• Develop proactive account planning for assigned customers.
• Share knowledge and develop technical understanding for economic development, energy efficiency, electric vehicles, and the future of heat solutions to determine and shape the customer experience.
• Provide technical guidance, support and coaching to customers establishing National Grid as a leader in energysolutions.
• Build multithreaded relationships within customer account to ensure balanced feedback and account strategy development.
• Distill customer requirements and create a succinct action plan for internal National Grid stakeholders.
• Document action plans and methodically track progress to key company metrics, leveraging
• Take initiative to understand business functions within National Grid and supporting organizations, building relationships across teams.
• Strategic Partnerships:
  Partner with internal teams to develop multi-year Strategic Energy Management Partnerships (SEMPs) with largest accounts focused on achieving clean energy objectives (i.e., Energy Efficiency, Electric Vehicle, electrification, greenhouse gas reduction).
• Clean Energy:
  Explore opportunities to increase customer implementation of clean energy projects (including
  
  Energy Efficiency, Electric Vehicles, building electrification). Engage with Customer Solutions sales and program management teams on specific projects and monitor interactions with the customer.
• Executive Engagement:
  Engage National Grid senior leadership in direct discussions with key customers on aperiodic basis to ensure the voice of the customer is heard.
• Core Issue Resolution:
  Liaise with other groups within the Customer Organization team (e.g., Billing Services,Account Maintenance & Operations, etc.) and Electric/Gas Operations to address metering, billing, and/orpayment disputes, performing initial triage on issues at an appropriate level of detail necessary to handoff forissue resolution.
• Travel to customer sites in Massachusetts and New York, corporate headquarters, as needed, for meetings and industry events. Travel
• Provide support during electric and/or natural gas service quality issues or interruptions – owning the communication of resolutions to the customer executive management.
• Support operations and customer service, including, but not limited to,…