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About the Role

The Large Customer and Key Accounts Consultant will manage strategic relationships with large customers, key accounts, and developers, devising innovative solutions that align with distribution and customer requirements. This role acts as a liaison between the utility and the customer, addressing inquiries, coordinating projects, and communicating utility needs.

Responsibilities

Acts as a member of the Customer Energy Management & Partnerships team to support corporate and team objectives.
Updates senior leaders on industry trends, customer business demands, and emerging issues.
Proactively manages relationships with assigned large customers and key accounts through data-driven planning.
Provides a superior customer experience by identifying customer business needs and objectives, executing targeted outreach, monitoring customer performance and industry trends, and maintaining a meeting cadence.
Acts as a single point of contact for customer service inquiries and escalations, including power quality/reliability, billing, rates, new service connections/expansions, climate advisory services, and government programs.
Maintains effective relationships with assigned large customers, key accounts, and key internal/external stakeholders.
Critically assesses feedback from customers, regulators, and stakeholders to ensure internal business processes are responsive to customer needs.
Addresses customer concerns by working with internal stakeholders to minimize impacts.
Communicates messaging compliant with regulatory and disclosure requirements.
Recommends areas for service improvements and provides data to support recommendations, investment decisions, and key account program development.
Reports and maintains records of customer interactions and data with quality, timeliness, and accuracy using CRM, dashboards, and other systems.
Provides analysis and insight into customer behaviors to support management decision making.
Supports key account outage management through the key account and government relations process, providing direct support during power outage events.
Supports other THESL departments in executing planned and reactive work by arranging load transfers, co-generation curtailment, and planned outages.
Ensures consistent application of regulatory requirements as they apply to key accounts.
Keeps customers or representatives informed of current information affecting their account, rates, billing options, supply options, IESO, and THESL programs.
Provides inputs in developing new marketing and promotional initiatives.
Collaborates with the Media and Public Relations team on special events and communications.
Prepares and delivers presentations to internal and external stakeholders to support the key account program.

Requirements

University degree (Bachelor of Technology, Business, Engineering)
5-7 years of relevant professional electrical utility industry experience (A combination of post-secondary education and Toronto Hydro experience may be considered)
Knowledge of how large customers utilize electricity services, including reliability, resilience, electrification, rates, etc.
Customer-centric approach to key account management
Strong strategic negotiation and facilitation skills
Good technical understanding of electrical power distribution and operational constraints and issues
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
In-depth knowledge of the electricity market including MOE, IESO and OEB roles and programs
Program or project management experience is an asset
Excellent knowledge of MS Office Suite and data management, reporting and analysis systems, e.g. CRM, Excel, Tableau, SQL, Power BI
Ability to manage customer service targets and Key Performance Indicators (KPIs)
Excellent verbal/written communication skills
Strong presentation skills
Excellent critical thinking skills
Strong teamwork skills
Ability to manage inter-departmental tasks

Skills

Data-driven planning
Customer outreach
Customer performance monitoring
Industry trend monitoring
Proactive engagement
Customer service inquiry response
Escalation management
Stakeholder relationship management
Feedback assessment
Process improvement recommendation
Data analysis
Reporting
Outage management
Load transfer coordination
Co-generation curtailment coordination
Planned outage coordination
Regulatory compliance
Marketing initiative input
Promotional initiative input
Presentation delivery
Strategic negotiation
Facilitation
Technical understanding of electrical power distribution
Electricity market knowledge
Program management
Project management
MS Office Suite proficiency
CRM proficiency
Excel proficiency
Tableau proficiency
SQL proficiency
Power BI proficiency
Customer service target management
KPI management
Verbal communication
Written communication
Presentation skills
Critical thinking
Teamwork
Inter-departmental task management

Location

Ontario
Within reasonable commuting distance of the office

Work Type

Hybrid
Remote work two days per week
Onsite Tuesday to Thursday

Experience Level

5-7 years of relevant professional electrical utility industry experience

Education Level

University degree (Bachelor of Technology, Business, Engineering)

Salary/Compensations

$100943 - $126179 Annually
Target Variable Performance Pay: 10%

Benefits

100% employer paid Health & Dental benefits
24/7 access to Employee & Family Assistance Program
24/7 access to Virtual Healthcare
Company-paid life insurance
Company-paid long term disability
Spending account to support fitness goals
Competitive paid time off
Vacation
Parental leave
Defined Benefits Pension Plan through OMERS
Career development support
Tuition reimbursement
Employee engagement events
Employee appreciation events

About the Company

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process.
Toronto Hydro is committed to fostering an inclusive and accessible recruitment process.
Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process.

Equal Opportunity

We welcome applications from all qualified candidates.