Customer Service Adviser jobs in United States

We help customers navigate the complex transition to a decarbonized and more sustainable energy future. We do this by assuring that energy systems work safely and effectively, using solutions that are increasingly digital. We also help industries and governments to navigate the many complex, interrelated transitions taking place globally and regionally, in the energy industry.

DNV Energy Systems North America (ESNA) region seeks a Key Account Manager (KAM), Independent Power Producers and Financiers to join our commercial team and strengthen, expand, and foster relationships with a particular focus on independent power producers and financiers. ESNA is on a journey to become more customer-centric and agile in meeting its customer requirements while continuously improving the way we work.

The KAM will be responsible for maintaining multiple Key Accounts and will have a strong customer and market focus. They manage the relationship with a key customer and/or a group of customers in a defined energy industry segment.

As a KAM, they lead an account team that will establish relationships with customer contacts and understand the needs and strategic goals of the key account. Under the KAM direction, the account team will give customers a voice within the organization, provide input on improving our customer service, and shape our customer policy and strategy.

This position will not have direct people management responsibility and will rely on your ability to influence people to design and implement initiatives that are key to your success in the growing business with your assigned industry segment and Key Account. Collaborating closely with Marketing, Communications, and Public Affairs, you will be responsible for developing targeted Key Account and Customer Segment Campaigns.

This role is based at our DNV office in New York, NY; Oak Brook, IL; Oakland, CA; San Diego, CA; Austin, TX; Medford, MA presenting a dynamic hybrid schedule where employees will typically spend three (3) days per week working from either a DNV office or client location/site. Further details regarding role-specific requirements will be shared during the interview process.

This position could be in any DNV office location in the continental U.S.

• Contribute towards the development of the key account strategy and be responsible for developing campaigns for your Key Accounts and service portfolio, which generates increased opportunities with your key accounts area
• Develop and manage a strategy to optimize customer experience and DNV business with customers for cross- and up-selling activities across BAs, BUs, and services

• Foster relevant internal and external networks; identify, build, and strengthen customer relationships; stimulate collaboration within their region and across Business Areas
• Act as a conduit for key projects, monitor the delivery of projects/services to ensure high quality and consistency, and participate in cross-sector opportunities
• Acts as project sponsor for key projects, monitor the delivery of projects/services to ensure quality assurance and participates in cross-sector opportunities
• Optimize customer experience measured via the customer relationship strength indicator (CRSI) score
• Seek key customer insights (on strategic direction), market insights, and (services of) competitors and maintain an overview of significant market trends, including analysis of regional developments

• Establish and direct project and account teams to achieve business development success
  Identify, drive, and facilitate sales and market-led opportunities by actively managing sales pipeline growth and increasing order intake for a defined account(s) and market area(s)
• Strong influence on project pricing, resourcing, and bid quality reviews.
• Monitor and manage the sales funnel from sales-qualified leads to won opportunities.
• Working with the Heads of Departments and line managers, you will contribute to building the (people) sales skills and foster a high-performing and collaborative culture

• Collaborative participation in proposals
• Working closely with the Sales Manager and fellow commercial team members to develop a yearly Annual Operating Plan
• Critically review and influence pricing decisions
• Key Outputs
• Monitoring and improving CRSI score for Key Accounts
• Key Account top-line growth (order intake, external revenue)
• Targets for order intake and pipeline development
• Own top-line growth (order intake, external revenue)
• Cashflow – (follow up and actioning of customer payments if needed)

• Generous paid time off (vacation, sick days, company holidays, personal days)
• Multiple Medical and Dental benefit plans to choose from, Vision benefits
• Spending accounts – FSA, Dependent Care, Commuter Benefits, company-seeded HSA
• Employer-paid, therapist-led, virtual care services through Talkspace
• 401(k) with company match
• Company provided life insurance, short-term, and long-term disability benefits
• Education reimbursement program
• Flexible work schedule with hybrid opportunities
• Charitable Matched Giving and Volunteer Rewards through our Impact Program
• Volunteer time off (VTO) paid by the company
• Career advancement opportunities

**Benefits vary based on position, tenure, location, and employee election**

DNV provides a reasonable range of compensation for this role. The actual compensation is influenced by a wide array of factors, including but not limited to skill set, level of experience, and specific location. The range of starting pay for this role is $160,000 - $200,000.

DNV is a proud equal opportunity employer committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. DNV is committed to ensuring equal employment opportunity, including providing reasonable accommodations to individuals with a disability. US applicants with a physical or mental disability who require a reasonable accommodation for any part of the application or hiring process may contact the North America Recruitment Department (hrrecruitment.northamerica@dnv.com). Information received relating to accommodation will be addressed confidentially.

For more information

https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal

What is Required

• Bachelor’s degree or equivalent experience required
• Establish network of strong contacts & relationships with a good understanding of the competitive landscape of the market and key players within the energy industry, with particular emphasis on independent power producers and infrastructure financiers
• Minimum 7 years of experience working at a senior level in a professional services business development role in the energy industry with exceptional commercial awareness and a good understanding of market drivers and opportunities (market foresight)
• Minimum 7 years of Account Management experience
• Customer focus and proven business development ability to build customer relationships by engaging and interacting with them, including excellent interpersonal skills
• Experience in driving continuous improvement in how sales are undertaken and developing a culture of high-quality delivery for the customer. A results & solutions-orientated mindset with the ability to manage, develop, monitor, interpret, and report on key commercial metrics
• Excellent written and verbal English communication skills with a proven ability to interact, influence, and build key internal and external stakeholders at all levels
• Ability to juggle and manage conflicting priorities within required timelines
• Willingness and ability to travel, up to 40% domestically and 2% internationally. Must possess a valid driver’s license and be able to rent and drive a car and travel on public conveyances when required
• Ability to lift up to 20 pounds; able to lift and carry up to 10 lbs. in addition to transporting one’s own luggage for multiple-day travel and push, pull, reach, bend, twist, stoop, and kneel with that which is lifted, carried or transported
• We conduct pre-employment drug and background screening

What is Preferred

• Minimum of 10 years of Business Development and/or Account Management
• Experience and a good understanding of the competitive landscape of the market and key players within the Independent Power Producer (IPP) sector and financing industry

*Immigration-related benefits, for example, visa sponsorship, are not available for this position*