Account Manager

Clean Energy Fuels   Newport Beach, CA   Full-time     Accounting
Posted on January 14, 2022

Summary

This position is responsible for developing strong customer relationships that promote retention, loyalty, and growth by working closely with customers to ensure satisfaction with the services received and improving areas of dissatisfaction. In addition, this role includes providing technical support, as required, to customers with a goal of keeping customers satisfied with the Company’s business products. The Account Manager should engage inter-departmental resources to address the customer’s needs. This role provides service to an assigned group of existing customers. Specific new customers will be introduced upon contract execution. It is the responsibility of the Account Manager to grow the revenue and volume of their portfolio of accounts.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Customer Liaison

  • Be the lead point of contact and build a long-term relationship with the customer once a primary sale has occurred through the term of the agreement
  • Liaise between the customer and internal Clean Energy teams (i.e. engineering, construction, operations, billing, CER) on daily account management.
  • Deliver exceptional client service on a day-to-day basis
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.

Customer Onboarding

  • Upon contract execution, work with the sales representative to transition new customers through the implementation process.
  • Provide successful and timely Clean Energy solutions according to customer needs and objectives.

Account Management

  • Support and/or respond to any customer issues that arise during the contract term which may include preparing documents, spreadsheets or other materials.
  • Address and resolve any customer issue including but not limited to customer service, billing and invoicing, construction updates, maintenance reports, station downtime, and fueling cards.
  • Follow up on any request for additional documentation (i.e. invoicing, construction reports, maintenance reports).
  • Ensure customer is correctly set up in Accounts Receivables and is invoiced accurately. If necessary, facilitate in collecting any open overdue invoices from the customer.
  • Review and analyze individual site statements for all assigned customers, ensuring volumes, billing and information is being recorded correctly.
  • Update information in CRM related to customers at least once per week.
  • Create and manage all assigned account’s contracts and renewal opportunities in CRM for assigned customers.
  • Maintain a matrix of contract and lease details (start dates, end dates, deadline to cancel dates) for all assigned accounts.

Renewals and upsells

  • Grow revenue and volume of assigned accounts.
  • Work to extend, expand, and/or renew contracts as the term of any existing relationship approaches.
  • Upsell and/or expand Clean Energy products and services (i.e. Redeem, O&M, station upgrades, FMS).
  • Provide management approved quotes, proposals and other documents when pitching Clean Energy products and services

Periodic Health Checks

  • Proactively engage in outreach to create value for the customer.
  • Ensure the customer is satisfied with Clean Energy’s service and natural gas as a solution.
  • Attend in-person meetings as required based on the account activity (i.e., a large high-volume customer may require quarterly in-person contact, in addition to in-office support, compared to a smaller volume customer that may require bi-annual or annual in-person contact).

May require up to 50% of domestic travel.

Other duties as assigned

Supervisory Responsibilities

This position has no supervisory responsibilities.

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor’s Degree in Business, Marketing or related field, plus a minimum of 5 plus years of related experience; or equivalent combination of education and experience. Must have company refuse business knowledge and experience

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

Knowledge of Microsoft Office applications, specifically Word, Excel, and Outlook.

Certificates, Licenses, Registrations

None required.

Competencies

To perform the job successfully, an individual should demonstrate the following behaviors:

Quality: Consistently produces high-quality work (accurate, neat, and thorough). Strives to improve productivity, processes and quality. Demonstrates strong knowledge and skills related to the job. Presents a professional image with dress, demeanor, and manners. Maintains clean work space, company equipment and company vehicles. Safety is a high priority; performs job safely.

Communication: Communicates clearly, concisely, effectively, professionally and timely. 
Exhibits good listening and comprehension skills. Keeps others appropriately informed and shares ideas even when unpopular.  Listens to what others have to say.  Maintains open and active communication with colleagues. Effectively uses knowledge and experience in asking, probing, and anticipating issues to ensure quality is provided.

Teamwork: Fosters the spirit of working with each other.  Displays respect, courtesy, politeness, tact, and openness. Handles conflict in an appropriate and professional manner. Builds relationships, promotes cohesiveness, models collaboration with others.  Considers impact and issues for our customer and other departments.  Engages other impacted departments early for solutions.

Persistence: Develops workable alternatives and solutions. Exhibits persistence in following assignments through to completion. Promotes process improvements.

Reliable: Responds in a timely manner.  Is honest, ethical, value-driven and trustworthy. Keeps commitments made, completes assignments and meets deadlines. Accountable--Takes responsibility for own actions and performance. Meets attendance and punctuality guidelines. Available and accessible.

Entrepreneurial: Takes initiative and appropriate action.  Is engaged and committed to achieving the company’s mission. Pursues better ways to get things done and takes appropriate risks. Keeps up to date with competitor information and market trends. Controls costs and thinks in terms of profit, loss and added value. Is committed to the satisfaction of customers.

Leadership: Provides clear direction around a vision.  Creates actionable plans and is proactive & anticipatory.  Demonstrates innovative approaches and solutions.  Is an example for employees and others.  Accepts responsibility for individual and team performance.  Makes appropriate and timely decisions and takes action on decisions.   Sets clear and reasonable performance expectations. Motivates and empowers others.  Delegates tasks appropriately.  Recruits staff of a high caliber.  Provides feedback to subordinates that is timely and direct.  Recognizes subordinates for their contributions and effort. Encourages continuous growth and learning in others.  Shows respect for others and their ideas.  Helps others manage through change.

Passion: Is excited and creates enthusiasm about the company’s future.  Promotes a sense of company pride.  Displays sense of pride in the department and its contributions.  Displays passion for the job.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Always practice good judgment and refer to the safety guidelines.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Always practice good judgment and refer to the safety guidelines.

The noise level in the work environment is usually moderate.