Supervisor, Key Accounts

At Hydro Ottawa, we empower the lives of the people in the communities we serve.

As the electricity distributor to the Nation’s Capital, our work powers the essential activities that make up our lives - at home, at work and at play. And as Ontario’s largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.

We are seeking a Supervisor, Key Accounts, a change champion and innovative leader ready to embrace the opportunity to guide and mentor others, and enable them to do their best work. And in doing so, to leave a legacy.

Are you ready to make a difference in our community?

JOB SUMMARY

The Hydro Ottawa key accounts team offers unique programs and personalized support to deliver an augmented customer experience to our commercial and institutional customers. The Supervisor, Key Accounts is focused on taking the customer experience to the next level by leading a customer centric strategy that delivers more value to Hydro Ottawa’s key account customers while creating sustainable growth for Hydro Ottawa. As the needs of large businesses and institutions evolve, so must Hydro Ottawa to meet those needs.

The Supervisor, Key Accounts is responsible for supporting the development and implementation of Hydro Ottawa’s key account strategy and leading a team that is customer-driven, customer-centric, and focused on being trusted energy advisors. The Supervisor, Key Account creates aggregated customer/market intelligence to inform business decisions, and identify emerging products and services requirements. The Supervisor, Key Accounts is also responsible for utilizing deep industry knowledge and skills such that they are viewed both internally and externally as subject matter experts and acts as a liaison with senior stakeholders to develop road maps, programs, business cases, and solutions that serve the needs of Hydro Ottawa and its customers.

MAJOR RESPONSIBILITIES

• Manage, coach, support, develop and set priorities for the Key Account team and align their activities with the key account strategy and business priorities.

• Lead the development of the key account plan to align with vision, strategies, critical success factors and operating plans to support business objectives, and customer needs, in the context of the energy transition.

• Establish, oversee and maintain relevant business processes to ensure consistent, timely, and professional support of Key Account customers.

• Develop and manage customer relationships with key accounts, including assigned accounts and major strategic accounts, and capture insights and customer needs.

• Use data and trends gathered by the Key Account team to predict, identify and establish where Hydro Ottawa customers are evolving their energy needs to lead and support business initiatives to expand program and service offerings

• Build and maintain partnerships with key external stakeholders as directed by the Key Accounts strategy and business priorities.

• Act as an advocate for the customer to both internal and external stakeholders,

• Establish working relationships with a wide variety of internal stakeholders from all divisions, to resolve customer issues, and developing solutions based on customer needs and trends. This may involve leading cross functional teams on specific projects or solutions, including developing business cases, proposals, work plans, processes, etc.

• Develop reports and metrics on key performance indicators and achievements relative to plans.

• Build a broad knowledge of all parts of the organization in order to support the Key Account team and customers in connecting with the right subject matter experts to resolve issues.

• Be a subject matter expert in related areas, such as Hydro Ottawa business offerings, processes, billing and rates, and other matters that directly impact Key Accounts, to promote a wide range of company services and solutions and provide insight on future services.

• Perform effective online and in-person business presentations and webinars to key account customers, customer groups, and internal stakeholders, including C-Suite leaders.

• Oversee the population of the Customer Relationship Management (CRM) system with customer information and develop customer profiles for assigned key account customers.

• Address escalations and ensure that critical customer issues and opportunities are resolved collaboratively with input from key stakeholders.

• Participate with development and implementation of required marketing and communications for key accounts.

• Ensure the Key Accounts team works cooperatively with cross-divisional teams to solve customer issues, share insights and build a stronger, holistic understanding of business operations, ensuring the customer remains at the center of all decisions.

• Participate in overall budget and business planning processes and prepare budget briefs.

• Actively participate on Hydro Ottawa’s Crisis Communications Team as a Key Account Manager.

• Represent Hydro Ottawa at industry events, in applicable Provincial and local committees, and collaborate with other electricity distributors with a goal of building relationships and capturing market insights.

• Ensure all corporate health and safety policies are followed.

• Perform other duties as required.

EDUCATION AND EXPERIENCE

• Post-secondary education required, degree in Business or Engineering preferred

• Relevant experience combined with demonstrated performance and ability may substitute for academic requirements

• Minimum 5 years of related work experience in consulting, account management, or project management

• Minimum 5 years of experience developing, delivering, or managing programs or project plans/teams

• Experience in delivering presentations to varied audiences

• Experience in consultative selling and supporting large, complex accounts

• Strong computer skills; proficient in the use of office productivity and collaboration tools, preferably Google Workspace and MS Office Suite

• Certified Energy Manager (CEM) or Project Management Professional (PMP) considered an asset

• Utility experience considered an asset

• English language skills essential, both oral and written; Bilingual (English/French) considered an asset

• Knowledge of the energy sector and how it affects the utility considered an asset

• Experience working in the green economy (energy, conservation, sustainability) considered an asset

This is a management group opportunity and salary will be commensurate with qualifications.

Hydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, the details of which the hybrid model will be discussed with successful candidates.

Hydro Ottawa may use artificial intelligence (“AI”) during the recruitment process to aid in the screening and selection of candidates.

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Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals. We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.

Applicants must be legally entitled to work in Canada.