Manager, Key Accounts

Elexicon Energy’s is the fourth largest municipally owned local hydro utility in Ontario servicing over 174,000 residential and business customers across the eastern part of the Greater Toronto Area including Pickering, Whitby, Ajax, Clarington, Belleville, Gravenhurst, Uxbridge, Port Hope, Scugog and Brock. We are the fastest growing public electric utility in the province, in an electrifying industry that is shaping the discourse across multiple sectors as Canada drives towards its commitment to achieving net-zero emissions by 2050.

Manager, Key Accounts
(Ajax – 1 Opening)

Posting deadline: March 13, 2024

WHY JOIN OUR TEAM?

At Elexicon Energy we believe in living and leading our values through our daily actions. Our people are passionate about what they do and are engaged in day-to-day operations, projects, and initiatives to support Our Why of empowering the communities we serve and helping customers create the possibilities that energize their future. This is an exciting time to join our growing team as we develop the strategies and plans to support a new brand and vision for customer centricity and operational excellence!

The successful candidate will display a track record that mirrors Elexicon Energy’s values of safety, kinship, responsiveness, competence, and mindfulness; and will espouse our motto of “response-ability” in their approach to work.

This role is responsible for working with multiple departments across the organization to provide an integrated and comprehensive customer experience to large customers, key accounts, and priority accounts. Key partners across the organization include power quality and reliability, investment planning, standards, regulatory affairs, government relations, customer care, the control room, and the broader connections team.

The successful incumbent will be responsible for building and maintaining strategic relationships, including facilitating creative solutions that balance the needs of distribution system and customers. They will ensure Senior leaders engage in evolving issues, changing customer business needs, and industry trends while acting as a liaison between the utility and the customer. This can include responding to customer outage and reliability inquiries, billing concerns, questions related to net-zero and decarbonization initiatives, overseeing customer connections where appropriate, supporting process revisions, communicating the utility’s needs to the large customer base, or ensuring that customers are aware of impactful items in a proactive manner.

This position initially reports to the Vice President, Customer Experience at the Ajax location and is responsible for the daily activities as follows:

DUTIES AND RESPONSIBILITIES

• Proactively manages relationships between Elexicon Energy and identified large customers and key accounts, including delivering a superior customer experience through monitoring customer needs and industry trends, identifying Elexicon Energy's business needs and respective outreach, and ensuring a meeting frequency sufficient to support a proactive engagement model.
• Responds to customer service inquiries and escalations with respect to their interactions with Elexicon Energy, including but not limited to power quality/reliability, billing, rates, new service connections/expansions, conservation programs, and Ontario Energy Board/Ministry of Energy/IESO programs.
• Follow up with internal stakeholders and act as a single point of contact to address and promptly respond to customer escalations. Maintains timely and complete records for large customers and key account management, reporting, and analytics through standard systems, tools, and dashboards as necessary.
• Maintains effective relationships with assigned large customers and key accounts and key internal and external stakeholders; critically assesses feedback from customers, including regulators and other stakeholders, to ensure that internal business processes are responsive to customer needs.
• As required, supports key account outage management through the key account and customer care process, providing direct (proactive and reactive, as needed) evening and weekend support to key accounts during power outage events.
• Collaborates with Regulatory Affairs team to ensure consistent application of regulatory requirements as they apply to key accounts. Keeps customers or representatives abreast of current information affecting their account, rates, billing options, supply options, IESO, and Elexicon Energy programs.
• Provide support to other Elexicon Energy departments in executing planned and reactive work by arranging load transfers, co-generation curtailment, and planned outages by communicating and coordinating with large customers, key accounts, and developers.
• Addresses customer concerns by working with stakeholders to minimize impacts. Communicates messaging complaints with regulatory and disclosure requirements. Recommends areas of service improvements and provides data required to support recommendations, investment decisions, and key account program development.
• Provides inputs in developing new marketing and promotional initiatives; collaborates with the Communications, Marketing and Public Affairs team on special events and communications; prepares and delivers presentations to external and internal stakeholders to support the large and key account program.
• Reports and maintains records of customer interactions with quality and accuracy using available tools. Provides analysis and insight into customer behaviors to support management decision-making.

KEY SKILLS & QUALIFICATIONS

• Excellent organizational skills, including prioritization, strategic negotiation, facilitation, written/verbal communication, critical thinking, collaboration, and relationship management.
• Good understanding of the electricity distribution system, metering, rates, net-zero initiatives, conservation and demand management, usage, and billing of commercial and industrial customers
• Familiarity with the electricity market, including Ministry of Energy, IESO, and OEB roles and programs, is required.
• Strong technical understanding of electrical power distribution and operational constraints and issues asset.
• Ability to manage customer service targets and Key Performance Indicators (KPIs)
• Demonstration of teamwork skills and ability to manage inter-departmental tasks.
• May require availability outside of core hours during emergency outage events.
• Excellent MS Office skills, presentation skills (Executive Level)
• Excellent knowledge of data management, reporting, and analysis systems, e.g. Tableau, SQL, Power BI an asset

MINIMUM REQUIREMENTS

• University degree or College Diploma
• 5 years of relevant professional electrical utility industry experience (A combination of post-secondary education and work experience may be considered)
• Program/project management experience.
• Valid driver’s license for travel to customer sites as required. 

Interested and qualified applicants are encouraged to visit our Elexicon Energy Career page and apply through the portal at https://elexiconenergy.com/careers.

We thank you for taking the time to apply with Elexicon Energy. A successful candidate who meets the qualifications and experience for the position will be contacted for an interview. Please note that accommodations can be provided upon request via email at hr@elexiconenergy.com.

OUR COMMITMENT TO DIVERSITY, INCLUSION, EQUITY, AND BELONGING:

Elexicon Energy embraces and celebrates our collective diversity. We are committed to fostering an inclusive, diverse and equitable workplace built on respect, support and collaboration.

Elexicon Energy Inc. is an equal opportunity employer. We value an inclusive and supportive workplace which truly reflects the diversity of the communities we serve. We welcome all individuals to apply and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, Indigenous/Métis status, or other legally protected status.

In accordance with the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act, 2005, accommodation is available upon request at any point during the recruitment process. If you require accommodation, please let us know and we will work to meet your needs.