Industrial Account Manager

At Cleco, we're not just poweringlives-we're powering a cleaner, smarter future for Louisiana.With bold investments in innovativeenergysolutions, we're transforminghow we power ourcommunities: smarter, cleaner, and more sustainable.This is a long-term commitmentto our people and our communities because our future-and the future of generations to come-depends on it. If you're ready to make an impact where it matters most, join us at Cleco-where we're Energizing Your Tomorrow.

The Industrial Account Manager is a career professional that manages the contact relationships of Cleco's key industrial customers by establishing and maintaining a level of trust with the customer so that all initial contacts with Cleco are made via the accounts manager. Provide technical advice on electrical requirements for service to Large Commercial and Industrial Customers. Adheres to a key customer contact schedule, provides timely responses to all customer inquiries, and builds an in-depth understanding of assigned industries/ business processes, markets, opportunities and threats. Develops the ability to pair customer needs with Cleco resources. Interacts with Business Development prior to assuming responsibility of customers to establish an acceptable level of understanding of contracts and agreements between customer and Cleco.

Key Responsibilities

• Champion a corporate culture that emphasizes transparency, integrity, safety, environmental responsibility, employee development, diversity and inclusion, customer service, and operational excellence
• Cultivating customer relationships through phone calls, face-to-face interaction, and proactive service offerings while promoting and establishing yourself as a trusted account advisor.
• Coordinate, assemble, and lead cross-functional teams to resolve customer issues while making recommendations to achieve bilateral goals and address concerns between Cleco and customers.
• Serve on cross-functional teams to ensure continuous improvement of internal processes and procedures. Leads, as necessary, the development of new or revised business processes, policies, or programs.
• Provide detailed follow-up regarding all outages and participate in a root cause analysis of the outages and implementation strategies to improve reliability while addressing customer issues.
• Maintain Cleco's key industrial accounts' pertinent information in independent software where data could be extracted expeditiously, and customer needs are achieved.
• Verify customer billing for accuracy and identify any errors while providing a solution to billing department.
• Monitor construction process and serve as liaison between customers and engineering on projects for assigned accounts to ensure successful delivery.
• Regarded as the technical expert in own job discipline within the organization.
• Develop an extensive understanding of assigned key customers with emphasis on customer history load patterns, market conditions and an upstream / downstream analysis.
• Lead by example, must set the tone for excellent customer service internally and externally. Maintain a positive attitude among peers.
• Share technical expertise with others in the Marketing Group, become the go to person for solving customer issues.
• Anticipates internal and/or external business challenges and regulatory issues recommends process or service improvements.
• Leads project teams to achieve milestones and objectives, typically operates with broad latitude in a complex environment.
• Interacts with Director level management on a regular basis both within the business unit and across functions/units.
• May lead projects or project teams within broader project or have accountability for ongoing activities or objectives.
• Guides and prioritizes the activities of professional and/or high-level technical employees with similar technical or functional responsibilities.
• Work independently with minimal guidance.
• Decision-making involves the use of judgment and there is some emphasis on the development of new/improved procedures and on the translation of policy into operational plans.
• Solves unique and complex problems that has broad impact on the business.

Qualifications

Required Education, Skills & Experience

• Bachelor's degree in Business; Engineering or related field required
• 3-5+ years of related experience
• Comprehensive knowledge of business operations of commercial and industrial customers
• Ability to effectively listen and communicate with customers and internal departments
• Ability to handle multiple tasks concurrently to readjust priorities to pressing and changing customer demands
• Comprehensive knowledge of electric transmission and distribution facilities
• Comprehensive knowledge of MS Office, Excel, Word and PowerPoint
• Ability to read, interpret and analyze engineering and architectural plans
• Ability to manage multiple personality types and cultivate buy-in from various departments
• Knowledge of standard business practices and professionalism
• Ability to interact with all levels of employees to address difficult issues
• Ability to manage high workloads and conflicting priorities
• Ability to operate effectively and proactively with an employee centric mindset
• Detailed-oriented and high work standards in support of seamless execution
• Act decisively while thinking strategically
• Drive issues to resolution while maintaining an atmosphere of collaboration
• Thrive on working in a team and supporting others to achieve goals/targets
• Excellent verbal and written communication skills
• This level is based only on availability in approved org design/structure;strict adherence is required.
• Progression to this level is strictly restricted on the basis of critical individual capabilities and business requirements; must be supported by market survey data

Key Competencies

BEHAVIORAL

• Building Organizational Talent*
• Building Partnerships
• Leading Teams
• Business Acumen
• Communication
• Courage
• Building Self-Insight
• Building Talent*
• Driving for Results
• Energizing the Organization
• Driving Execution
• Building Trusting Relationships
• Driving Innovation
• Planning and Organizing
• Safety
• Establishing Strategic Direction

TECHNICAL

• Analytical skills
• Compliance
• Account/Client Management

May perform other duties as assigned.

Salary dependent on experience, skills, education, and training.