Key Accounts Manager

The Virgin Islands Water & Power Authority; United States Virgin Islands; On-site; USD 90,000 - 130,000; Full time

Job summary

The Virgin Islands Water & Power Authority is seeking a seasoned Key Accounts Manager responsible for developing and maintaining strategic relationships with our largest commercial, industrial, and institutional customers. You will serve as the primary, high-level contact and advocate to align energy solutions with client needs and program opportunities.

The role involves on-site engagement, data-informed recommendations on energy usage and rate structures, coordination with Engineering,

Qualifications

• Bachelor's degree in business administration, engineering, marketing, energy management, or related field.
• Minimum of five years' experience in account management, technical sales, or customer service within utility industry or related field.
• Demonstrated experience working directly with large commercial and industrial customers preferred.

Responsibilities

• Act as the single point of contact for a portfolio of key accounts.
• Build and foster long-term partnerships through on-site visits, proactive communication, and responsive support.
• Provide guidance on energy usage, rate structures, power quality, and cost-saving opportunities.
• Coordinate with Engineering, Operations, and Billing to resolve complex issues related to power quality, reliability, billing disputes, and service requests.
• Manage and coordinate new service connections, system upgrades, or expansions for key accounts.
• Inform key accounts about utility initiatives, policy changes, technologies, and emergency protocols.
• Maintain detailed customer records in the CRM system and prepare regular reports.
• Assist in the negotiation and administration of special contracts for large power users.

Skills

CRM proficiency

Client relationship management

Communication skills

Presentation skills

Data analysis

Negotiation

Education

Bachelor's degree in business administration, engineering, marketing, energy management, or related

Tools

CRM software

Microsoft Office

Job description

The Key Accounts Manager is responsible for developing and maintaining strategic relationships with the utility's largest commercial, industrial, and institutional customers (Key Accounts). This role serves as the primary, high-level point of contact, ensuring these critical customers receive exceptional service and tailored energy solutions. The Key Accounts Manager will work proactively to understand their business needs, enhance customer satisfaction and loyalty, and support their energy-related goals. This position is crucial for customer retention, system reliability, and the promotion of utility programs and services. Supervision is exercised over all division personnel.

• Acts as the single point of contact for a portfolio of key accounts. Build and foster strong, long‑term partnerships through regular on‑site visits, proactive communication, and responsive support.

• Provides guidance on energy usage, rate structures, power quality, and cost‑saving opportunities. Analyze customer energy data to identify trends and recommend efficiency measures, demand‑response participation, and beneficial electrification programs.
• Serves as the internal advocate for key accounts, coordinating with various utility departments—including Engineering, Operations, and Billing—to resolve complex issues related to power quality, reliability, billing disputes, and service requests.
• Manages and coordinate new service connections, system upgrades, or expansions required by key accounts, ensuring timely and effective project completion.
• Informs key accounts about relevant utility initiatives, public policy changes, new technologies (e.g., renewable energy options, battery storage), and emergency preparedness protocols.
• Maintains detailed customer records in the utility's Customer Relationship Management (CRM) system. Prepare regular reports on account status, customer satisfaction, and program participation.
• Assists in the negotiation and administration of special contracts for large power users, ensuring terms are clear and mutually beneficial.
• Recommends and initiates promotions, transfers, suspension, termination, or other personnel actions.
• Prepares departmental budget.
• Evaluates employees' work performance and recommends means by which they can improve their skills.
• Analyzes and resolves work problems; may confer with union representatives to resolve grievances.

• Thorough knowledge of modern office practices and procedures.

• Exceptional interpersonal and communication skills, with the ability to explain complex technical concepts to both technical and non‑technical audiences.
• Proficiency with CRM software and Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to interpret and explain moderately complex rules and regulations.
• Ability to make oral and written presentations clearly and concisely.
• Ability to establish and maintain effective working relationships with the public, employees, and other job‑related contacts.

Bachelor's degree in business administration, engineering, marketing, energy management, or related. A minimum of five (5) years of experience in account management, technical sales, or customer service within the utility industry or a related field. Demonstrated experience working directly with large commercial and industrial customers is preferred.