Large Customer and Key Accnts Consultant - Toronto, Canada - Toronto Hydro

Toronto Hydro

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 developers.

The teams include power quality and reliability, investment planning, standards and technical, regulatory affairs, government relations, climate advisory services, all areas of customer care, the control room, and the broader connections team.

This role also collaborates with various external organizations such as the Ministry of Energy, Independent Electricity System Operator, Ontario Energy Board, and other Local Distribution Companies.

The successful incumbent will be responsible for balancing and managing strategic relationships which means coming up with creative solutions that meet distribution and customer needs.

S/he will ensure that Senior leaders are kept up to date on industry trends, changing customer business needs, and evolving issues.

S/he will act as a liaison between the utility and the customer.

This can include responding to customer outages, billing concerns, vault access issues, internal coordination for the net-zero and decarbonisation initiatives by customers, overseeing customer connections projects, and 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.

The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.

_Toronto Hydro has implemented a mandatory vaccination requirement for all its employees. Proof of full vaccination will be required upon receiving a conditional offer of employment. Toronto Hydro will provide reasonable accommodation to individuals who cannot be vaccinated due to disability or any other ground protected by the Ontario Human Rights Code._

KEY RESPONSIBILTIES:

Acts as a member of the Large Customer and Key Account Management team to support the ongoing delivery of corporate and team objectives.
Proactively manages relationships between THESL and assigned large customers and key accounts through data driven planning to provide superior customer experience through identification of THESL business needs and respective outreach, monitoring of customer and industry trends, and meeting frequency sufficient to support a proactive engagement model.
Responds to customer service inquiries and escalations of an electrical distribution nature with respect to their interactions with Toronto Hydro including but not limited to power quality/reliability, billing, rates, new service connections/expansions, climate advisory services team and Ontario Energy Board/Ministry of Energy/IESO programs.
Follows up with operations and customer care as a single point of contact to address and promptly respond to customer escalations. Maintains timely and quality data for large customers and key account management reporting and analytics through standard systems, tools and dashboards.
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.
Provides support to other THESL departments in executing planned and reactive work by arranging load transfers, cogeneration curtailment and planned outages by communicating and coordinating with large customers, key accounts and developers.
Addresses customer concerns by working with internal stakeholders to minimize impacts. Communicates messaging compliant 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 and collaborates with the Media and Public Relations team on special events and communications; prepares and delivers presentations to external and internal stakeholders to support the key account program.
Reports and maintains records of customer interactions with quality and accuracy using a Customer Relationship Management (CRM) system and/or other systems. Provides analysis and insight into customer behaviors to support management decision making.

REQUIREMENTS:

University degree (Bachelor of Technology, Business, Engineering electrical engineering preferred)
5 years of relevant professional electrical utility industry experience (A combination of postsecondary education and Toronto Hydro experience may be considered)
Knowledge of customer electricity end users
Program management experience is an asset
Exceptional understanding of electricity market
Excellent understanding of MOE, IESO and OEB roles and pro