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Job Details

Program Manager Senior Community amp Customer Management

Company name
National Grid USA

Location
Brooklyn, NY

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['Program Manager (Senior) Community & Customer Management','20180087','!*! Job Purpose:Develop and maintain relationships with

major accounts, key stakeholders, community and municipal leaders,, economic

development and  other major associations

to enhance National Grid’s reputation within the jurisdiction. Leverage

relationships within the jurisdiction in order to create third party advocates

for National Grid in the regulatory, policy and political arenas. Entities with which the Manager, Community

& Customer Management interact with to influence policy  include strategic customers, elected

officials, town administrators, Chambers of Commerce, economic development

agencies, community based organizations, local development councils and

business associations.   Key

Accountabilities:Develop

and manage ongoing strategic relationships with key stakeholders and customers

in order to gain support for favorable rate case outcomes and enhance National

Grid’s image with regulators and government officials. Responsible to manage a specific regional customer account list and handle all billing, operational and customer related issues. Advocate for the

“voice of the customer” and mobilize National Grid’s Functional areas –

Customer, Operations, Network Strategy, etc – to provide timely and appropriate

responses to identified customer or community needs to increase business to

business alignment and customer satisfaction. Develop relationships

with key customer and community organizations that lead to strategic

partnerships that align with corporate objectives (e.g. Smart Grid,

Sustainability, Connect 21, Reforming the Energy Vision). Provide technical

guidance, support and coaching to customers and communities so as to establish

National Grid as a leader in energy technology, and to share knowledge and

develop technical understanding for future utility technologies, e.g.

renewables, electric vehicles, CNG, demand response, etc. Play critical support

role to the Directors, Community & Customer Management by interfacing with

the Customer, Operations, and Media Relations Functions to enable National Grid

to demonstrate superior customer service in the politically sensitive matter of

emergency response communications. Provides critical

support for outage restoration communication with government Emergency

Operating Centers as per the Electric Emergency Response Plan. Support the

Stakeholder management group (gas), along with identified key distribution

communications in advance of major infrastructure upgrades in order to manage

community and business owner expectations and demonstrate superior customer

service. Accountable for the

account and regional planning in the territory to ensure all market and account

needs are considered and all National Grid resources are brought to bear to

address these needs.Actively represent

the company in industry and trade associations to enhance the company profile.Attend meetings and

activities, inclusive of business, trade and, as required, City/Town/Village

Board sessions outside of normal business hours when necessary and make public

presentations as required.Seek market feedback

with respect to large customer expansions, major developments and municipal

infrastructure planning to establish synergies with Company asset planning.

','!*! Knowledge & Experience Requirements: Bachelor’s Degree in business, marketing, public relations, communications, finance, economics, political science or engineering.Minimum of  three-five years experience in government affairs, public policy, communications, strategic planning or related fields.Working knowledge of the business community in New York City and  Long Island .The ability to utilize the strengths of the region to meet the Company’s strategic goals.Theoretical knowledge and understanding of National Grid’s policies and processes and how to apply them effectively.Ability to grasp complex issues and explain them to policy makers, media, elected officials, the public and senior management.Understands the importance of procedures and standards of working and demonstrates the ability to give directions or demonstrations with clear reasons and rationales.Experience with gas and electric structures, gas and electric distribution systems, energy efficiency management/conservation programs and climate change initiatives.Demonstrates the ability to interpret information and analyze relationships among several parts of a problem or situation in order to clearly articulate the findings and anticipates obstacles and thinks ahead about next steps.Ability to build and maintain a widely recognized reputation as a community leader in order to represent the company on a number of issues that may impact the community.Requires the ability to think from first principles and demonstrates ability to challenge processes and use knowledge or trends to look at current situations.Makes self fully available for the customer, especially when they are going through a critical period. Demonstrates an energetic and enthusiastic manner and the ability to add value to the customer. Job Dimensions:Interaction with elected officials and their staff at all levels of both state and local government and relaying pertinent information to the Director as necessary.  This position is one of National Grid’s career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertise and acquiring and applying technical skills.   National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise.  We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team','Community & Cust Mgmt NY','NY-Brooklyn','','Community & Cust Mgmt NY','Full-time','Jan 12, 2018','Jan 19, 2018','Program Manager (Senior) Community & Customer Management

Company info

National Grid USA
Website : http://www.nationalgridus.com

Company Profile
We are an international electricity and gas company based in the UK and northeastern US. We play a vital role in connecting millions of people safely, reliably and efficiently to the energy they use. We are at the heart of one of the greatest challenges facing our society – delivering clean energy to support our world long into the future.

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