Customer Account Manager / Inside Sales - Hybrid Schedule
Mansfield Energy Corp, Gainesville, GA, United States
The Customer Account Manager - MPG (Mansfield Power & Gas) is responsible for implementing the MPG sales strategy within their primary assigned market area. Responsibilities include discovering, qualifying and closing new client opportunities and providing support to outside sales personnel with data collection, middle and back-office functions; serving as the operational point of contact for MPG customers and managing the day-to-day functional relationship. The MPG Customer Account Manager will develop and build strong relationships with their clients and prospects, as well as internal stakeholders, to create a positive customer experience that drives growth in both current and future sales. This role is dedicated to providing best-in-class customer service including relationship management, sales organization engagement, new business integration, business/technical support, account profitability support, and high-level issue resolution.
Responsibilities Relationship Management
Develop and implement a regular communication strategy to connect with existing customers at the corporate and/or local level; communication should be focused on high level customer satisfaction components
Coordinate with various departments to ensure high level of operational issues are resolved completely and in a timely manner on behalf of the customer
Support sales team and pricing desk requests throughout sales cycle to compile prospective customer service location attributes
Respond to RFP’s referred by outside sales team from brokers, consultants or customers for standardized pricing models
Manage lead generation efforts for accounts with less than 10,000 dths annual volume in MPG service area.
Work closely with sales integration to manage input and updates within onboarding system
Effectively present information and respond to questions from managers, clients, customers, and the general public
Refer sales opportunities greater than 10,000 dths annual load to executive sales team for further qualification
Ethically and professionally represent Mansfield Energy, our products and programs to customers and prospects
Manage goals/metrics to provide daily, weekly, or monthly reporting as required
Maintain assigned levels of sales activity for new and existing clients to produce consistent results above sales objectives
Maintain a high awareness of the competitive environment, natural gas marketing trends, and current pricing strategies and utility tariffs
Ensure internal processes are executed to meet or exceed customer expectations
Coordinate with Direct Sales, Supply and Customer Care Teams to ensure a seamless onboarding experience, service fulfillment and customer retention.
Ensure customers service quality, efficiency, and accuracy with all transactions; resolve customer complaints in a friendly and tactful manner; research and resolve complex customer issues and escape as appropriate.
Proactively prepare strategies to prevent recurring issues from impacting customer retention
Sales Support
Maintain a thorough understanding of our products and services; align gross margin with annual usage
Coordinate efforts between various MPG departments and Mansfield shared services associated with the preparation of bid request, submissions and approvals
Collaborate with pricing desk and Direct Sales Team on new business or renewal of key accounts to ensure all products and service offerings being executed upon are known and communicated to all impacted
Collaborate with the Direct Sales reps on customer
Ensure bid documentation is compliant with company credit policy, pricing requirements and product model standards
Compile, maintain and update documentation or customer database as necessary during the bid process
Follow-up on status of bids
Serve as the primary point of contact with the potential customer throughout the bid process, requesting and gathering necessary information from prospective and current customers in order to properly price products and services
Work with pricing desk to find new products and services that meet customer needs
Assist in ensuring a smooth onboarding of any won bids with the operations team
Escalate any non-standard terms and conditions to management or legal as appropriate
Maintain accurate and complete information for assigned customer accounts and activities in billing system
Reporting/Documentation
Assist leadership with updates and submission of weekly/monthly/ad hoc reporting including the SCAR
Provide business intelligence regarding trend analysis on productivity, margins, rates, service offerings, etc.
Complete and maintain accurate records of approved deals and communications
Analyze customer profitability and drive improvement through others that result in optimizing account profitability
Understand sales pipeline and impact on the organization, monitor renewal opportunities and timing and support Direct Sales team in sales effort
Position Requirements Formal Education & Certification
Bachelor’s degree or equivalent
Knowledge & Experience
Natural Gas Industry knowledge preferred
1+ years business to business experience preferably in a sales analytics and customer account management type of role
1+ years of experience maintaining data, generating reports and extracting data from operating systems
Natural Gas experience a plus
Intermediate Microsoft Excel, Access and Outlook skills
Qualifications & Characteristics
Ability to capture and document reporting requirements from multiple sources
Strong written, verbal and presentation skills
Strong analytical and problem-solving skills
The ability to multi-task in a fast paced environment
The ability to work in a team environment
Work Environment
Hybrid work schedule available once training is completed (3 days in office, 2 days remote)
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse and other computer components
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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Responsibilities Relationship Management
Develop and implement a regular communication strategy to connect with existing customers at the corporate and/or local level; communication should be focused on high level customer satisfaction components
Coordinate with various departments to ensure high level of operational issues are resolved completely and in a timely manner on behalf of the customer
Support sales team and pricing desk requests throughout sales cycle to compile prospective customer service location attributes
Respond to RFP’s referred by outside sales team from brokers, consultants or customers for standardized pricing models
Manage lead generation efforts for accounts with less than 10,000 dths annual volume in MPG service area.
Work closely with sales integration to manage input and updates within onboarding system
Effectively present information and respond to questions from managers, clients, customers, and the general public
Refer sales opportunities greater than 10,000 dths annual load to executive sales team for further qualification
Ethically and professionally represent Mansfield Energy, our products and programs to customers and prospects
Manage goals/metrics to provide daily, weekly, or monthly reporting as required
Maintain assigned levels of sales activity for new and existing clients to produce consistent results above sales objectives
Maintain a high awareness of the competitive environment, natural gas marketing trends, and current pricing strategies and utility tariffs
Ensure internal processes are executed to meet or exceed customer expectations
Coordinate with Direct Sales, Supply and Customer Care Teams to ensure a seamless onboarding experience, service fulfillment and customer retention.
Ensure customers service quality, efficiency, and accuracy with all transactions; resolve customer complaints in a friendly and tactful manner; research and resolve complex customer issues and escape as appropriate.
Proactively prepare strategies to prevent recurring issues from impacting customer retention
Sales Support
Maintain a thorough understanding of our products and services; align gross margin with annual usage
Coordinate efforts between various MPG departments and Mansfield shared services associated with the preparation of bid request, submissions and approvals
Collaborate with pricing desk and Direct Sales Team on new business or renewal of key accounts to ensure all products and service offerings being executed upon are known and communicated to all impacted
Collaborate with the Direct Sales reps on customer
Ensure bid documentation is compliant with company credit policy, pricing requirements and product model standards
Compile, maintain and update documentation or customer database as necessary during the bid process
Follow-up on status of bids
Serve as the primary point of contact with the potential customer throughout the bid process, requesting and gathering necessary information from prospective and current customers in order to properly price products and services
Work with pricing desk to find new products and services that meet customer needs
Assist in ensuring a smooth onboarding of any won bids with the operations team
Escalate any non-standard terms and conditions to management or legal as appropriate
Maintain accurate and complete information for assigned customer accounts and activities in billing system
Reporting/Documentation
Assist leadership with updates and submission of weekly/monthly/ad hoc reporting including the SCAR
Provide business intelligence regarding trend analysis on productivity, margins, rates, service offerings, etc.
Complete and maintain accurate records of approved deals and communications
Analyze customer profitability and drive improvement through others that result in optimizing account profitability
Understand sales pipeline and impact on the organization, monitor renewal opportunities and timing and support Direct Sales team in sales effort
Position Requirements Formal Education & Certification
Bachelor’s degree or equivalent
Knowledge & Experience
Natural Gas Industry knowledge preferred
1+ years business to business experience preferably in a sales analytics and customer account management type of role
1+ years of experience maintaining data, generating reports and extracting data from operating systems
Natural Gas experience a plus
Intermediate Microsoft Excel, Access and Outlook skills
Qualifications & Characteristics
Ability to capture and document reporting requirements from multiple sources
Strong written, verbal and presentation skills
Strong analytical and problem-solving skills
The ability to multi-task in a fast paced environment
The ability to work in a team environment
Work Environment
Hybrid work schedule available once training is completed (3 days in office, 2 days remote)
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse and other computer components
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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