Stevens Point, Wisconsin
Franklin Lakes, New Jersey
Posted: 14-Oct-24
Location: Austin, Texas
Type: Full Time
Salary: Commensurate
Years of Experience:
Salary Details:
Required Education:
Additional Information:
Internal Number: AE503844
Reporting to the Austin Energy Deputy General Manager and Chief Customer Officer, this position is responsible for all revenue cycle and customer account operations within Austin Energy.
The Vice President, Customer Account Management will have an obligation not only to their executive peer group at Austin Energy but also in handling core business functions with other city departments. These partnerships enable the consolidation of various city services, ultimately enhancing customer satisfaction.
The ideal candidate will oversee the customer account management strategy for the organization, ensuring that the customer experience is positive and consistent. The Vice President, Customer Account Management works closely with the Vice President, Customer Care Services to ensure that customers receive timely and accurate billing information and ensure that billing inquiries are resolved quickly. To achieve these goals, the next Vice President, Customer Account Management must possess extensive experience in the utility customer service arena.
The following core competencies are essential for this role:
- Extensive experience with progressively increasing responsibilities leading a large billing/account payment production group in a municipal utility.
- Strong leadership that will integrate and implement new strategies to improve customer service delivery, exceed customer expectations, and expand the value of our services.
- Effective communicator and politically savvy leader who will effectively work in a politically sensitive environment and present to elected officials, legislators, public interest groups, business, and the community.
- Demonstrated ability to drive organization-wide improvements in service quality, delivery, continuous process improvement, and customer satisfaction.
- A leader who stays updated on emerging trends and technologies in customer account management to proactively adapt strategies and stay competitive.
- Cultivate relationships and collaborate with strategic department partners, other City leaders to understand their needs, address concerns, and maintain strong relationships.
- Proven record for implementing a continually evolving workforce planning process that supports the organization’s strategic business needs.
- Highly engaged leader who can expand connectivity between the customer usage, and customer facing tools.
For more information on this position, candidates may contact: Massa Kourouma Massa.Kourouma@AustinTexas.gov 512-974-9378
The following are the minimum qualifications required for the Vice President, Customer Account Management are:
Education: Graduation with a Bachelor’s degree from an accredited college or university with major course work in Business, Finance, Economics, Public Administration, Public Policy or in a field related to the job.
A graduation with a Master’s degree may substitute for two (2) years of the required experience up to a maximum of two (2) years.
Experience: Five (5) years of related utility or related industry experience of which five (5) were in a managerial or executive level position.