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Manager - Key Acct Management in Orange, CT at Avangrid

Date Posted: 4/16/2019

Job Snapshot

Job Description


Responsible for providing leadership and oversight of processes that enhance the relationship with key commercial, industrial and municipal customers across the AVANGRID Operating Companies.  Directs and manages the day to day operation of the key account management team for specific Operating Companies including customer issue resolution, identifying business development opportunities and strategic communications concerning corporate initiatives.


MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):

  1. Plan, organize, and manage workload, providing leadership to the key account management team to maximize delivery effectiveness for the benefit of customers and shareholders
  2. Implement technical systems or processes to create measures that track efficiency both for the customer and the business, for example reducing traffic to contact center,  revenue recovery, and also align to AGR and Global Model
  3. Develop initiatives; based on customer feedback, analysis or legislative requirements that improve the customer experience and deliver revenue growth and / or stability.
  4. Develop the key account management model to ensure that systems, processes and people are aligned and working within the one model; develop and support training initiatives
  5. Resolve or guide the team on escalated customer issues for all aspects of the customer journey from new account initiation to billing to outages
  6.  Develop and deliver communication plans and events for strategic account holders that introduce our priorities and allow customers to leverage our contacts in support of those
  7. Work  with the organizational leadership to align AVANGRID business interests with the interest of our customers, with the aim to promote operational efficiencies for the customer and maximize revenue for the corporation
  8. Communicate, influence and negotiate across the wider business functions to understand work impacting customers, both beneficial and disruptive and ensure that the best customer position can be reached through negotiation both internal and external

Skills and Requirements

Education & Experience:

  • Bachelor’s Degree and/or minimum of 10 years of relevant experience in a business development role with specific experience selling, developing and promoting the business interests of the organization.


  • Ability to motivate individual and team contributors to achieve objectives, and manage employees across multiple geographic areas and operating companies.
  • Self-Directed, with a track record of driving continuous improvement in a customer service environment.
  • Ability to lead process improvement initiatives.
  • Ability to manage complex technical projects.
  • Act as a mediator / negotiator with all perspective business partners both internal and external.
  • Excellent analytical, interpersonal, verbal, public speaking and written communication skills.
  • Ability to administer and manage budgets to ensure value on initiatives that improve overall business growth and return.
  • Previous experience managing major accounts, national accounts and high value customer contracts, with a focus on delivering value add.
  • Demonstrated experience coordinating and adhering to public policy and engaging government stakeholders to ensure that risks and obligations are understood and opportunities are identified.
  • Ability to manage multiple strategic deliverables on time.

AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. Learn more about equal employment by following this link

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at 203-499-2777 or

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