Large Customer and Key Accounts Consultant

Job Responsibility:

Reporting to the Senior Manager, Large Customer and Key Accounts, the Large Customer and Key Accounts Consultant is responsible for balancing and managing strategic relationships with our large customers, key accounts, and developers. The incumbent will be tasked with devising innovative solutions that align with distribution and customer requirements.

The Large Customer & Key Accounts Consultant 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. This also includes collaborating with various external organizations such as the Ministry of Energy, Independent Electricity System Operator, Ontario Energy Board, and other Local Distribution Companies.

KEY RESPONSIBILITIES:

• Acts as a member of the Large Customer and Key Account Management team to support the ongoing delivery of corporate and team objectives. Updates Senior leaders on any industry trends, shifts in customer business demands, and any emerging and evolving issues.
• 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.
• Supports key account outage management through the key account and government relations process, providing direct (proactive and reactive, as required) evening and weekend support to key accounts during power outage events as required.
• Ensures 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 THESL programs.
• Provides support to other THESL 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 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 post-secondary education and Toronto Hydro experience may be considered)
• Knowledge of customer electricity end users
• Good technical understanding of electrical power distribution and operational constraints and issues
• Key account management, strategic negotiation, and facilitation skills
• Exceptional understanding of the electricity market including MOE, IESO and OEB roles and programs
• In-depth knowledge of the electricity distribution system, co-generation, metering, rates, net-zero initiatives, conservation and demand management, usage and billing of commercial and industrial customers
• Program Management experience is an asset
• Excellent knowledge of MS Office Suite and data management, reporting and analysis systems, e.g. Excel, Tableau, SQL, Power BI, CRM
• Ability to manage customer service targets and Key Performance Indicators (KPIs)
• Excellent verbal/written communication skills, strong presentation skills
• Excellent critical thinking, teamwork skills, and have the ability to manage inter-departmental tasks

Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs. Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person. You are expected to live in Ontario and within reasonable commuting distance of the office.

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