Representative, Key Account

Job Summary:

Ensures strong account performance and operational coordination by building proactive customer relationships, aligning internal requirements, managing critical infrastructure cases, and resolving priority issues. Analyzes organizational needs to inform strategic planning, guiding teams and communications to strengthen service reliability, regulatory compliance, and overall operational efficiency.

Job Description:

• Ensures key customer account performance by overseeing service commitments and aligning proposals, commercial agreements, and maintenance terms with corporate policies, tariff conditions, and approved contractual requirements.
• Maintains proactive, collaborative customer relationships by engaging directly with clients, promoting company services, and strengthening partnerships through coordinated interactions with the Customer Experience team.
• Coordinates cross‑functional alignment by ensuring internal groups agree on customer construction, operational, and maintenance requirements necessary for consistent service delivery.
• Monitors critical infrastructure cases and outage‑related events by coordinating repairs, reconnections, operational updates, and timely communications on load‑shedding, emergencies, scheduled and unscheduled work, and service restoration for critical and strategic customers.
• Supports critical customers, municipalities, and operational areas by serving as the primary liaison who channels requests, assesses impacts, coordinates actions, escalates priority issues, and ensures visibility and follow‑up through resolution or formal handoff.
• Resolves service‑delivery challenges by leading and coaching internal teams, providing expert guidance on complex commercial applications, tariff terms, and regulatory requirements, and ensuring compliance in escalated customer situations.
• Analyzes organizational needs by contributing to business plans, budgets, resource allocation, and analytical efforts that enhance operational efficiency.
• Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.
• Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.
• Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.Supervisory responsibilities: No

Additional Job Description:

Education

• Bachelor’s degree in Business Administration, Engineering, Commerce, Management or related field.

Experience

• 5 years' experience with functional role responsibilities such as managing key customer accounts, coordinating cross‑functional operational requirements, and resolving complex service‑delivery issues, and working with data collection, analysis and interpretation.
• Experience in a customer service work environment with focus on relationship management.
• Experience managing Commercial and Government accounts, preferred.
• Experience working with documents, policies, SOP creation and implementation.
• Experience leading or collaborating with small projects.
• Experience as matter-expert and asset resource to provide support to internal/external clients.

Additional experience may substitute for required education when it aligns with the competencies and knowledge necessary for the role:

• Associate’s degree in Business Administration, Engineering, Commerce, Management or related field may substitute when accompanied by a minimum of 8 years of experience performing similar functions and at least 3 years of experience performing a previous position as Specialist role.
• High School or equivalent (GED) when accompanied by a minimum of 10 years of experience performing similar functions described and at least 5 years of experience performing a previous Specialist role.

Competencies (Skills)

• Customer Relationship Management: Builds and sustains proactive, collaborative relationships that strengthen engagement and support service performance.
• Critical Incident Management: Oversees and responds to infrastructure issues and outages through timely communication, repair coordination, and service restoration efforts.
• Issue Resolution & Compliance: Leads teams and applies expert commercial and regulatory knowledge to resolve escalated matters while ensuring adherence to policies and standards.
• Strategic Analysis: Evaluates organizational needs and contributes to planning, budgeting, and resource decisions to improve operational efficiency and reliability.
• Cross‑Functional Coordination & Bilingual Communication: Ensures operational alignment and seamless service delivery by coordinating internal teams and leveraging bilingual Spanish‑English communication to support stakeholder interactions.

License/Certifications

• Valid driver's license

Travel Requirements

• 40%

Physical Demands

• Stationary Position: Seldom
• Pushing/ Pulling/ Reaching: Seldom
• Kneel: Seldom
• Grab: Seldom
• Bend: Seldom
• Lift/ Carry over: 0 - 15 pounds

LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws.