Dir Key Accounts

Pay Grade

Executive

Position Summary

The Director of Key Account Management provides strategic and operational leadership for CPS Energy’s largest and most complex commercial and industrial customers, delivering resilient, customer‑centric solutions and strategic partnerships that strengthen reliability, enable customer growth, and foster trusted, long‑term executive relationships. The Director steward’s portfolio performance by ensuring safe, reliable, timely and transparent engagement across the full customer relationship lifecycle, translating customer priorities into measurable outcomes that safeguard CPS Energy’s financial and operational performance.

Working under the direction of the Sr. Director, Managed and Miliary Accounts this role converts organizational strategy into execution by developing team capabilities, standardizing operating routines, optimizing processes, and driving continuous improvement informed by data and customer insights. The Director sets decision rights and performance standards, aligns resources to demand, and establishes predictable delivery rhythms that support CPS Energy’s long‑term customer growth strategy and portfolio health. The Director partners with leaders across Energy Delivery Services, Technology & Product Innovation, Customer Construction, Military Operations, Corporate Communication, Customer Experience, and other enterprise functions to orchestrate end‑to‑end solutions for key accounts. The role exercises significant cross‑functional leadership to resolve complex issues, improve enterprise collaboration, and advance strategic initiatives that enhance customer experience, resiliency, and organizational performance. As the single point of accountability for executive relationships, the Director ensures responsiveness, clarity of ownership, and consistent communication during routine operations and escalations. The Director builds future capabilities by advancing process modernization, leveraging technology and analytics, and fostering a culture of accountability, collaboration, and continuous improvement. By evolving account‑management practices, strengthening governance and operating controls, and embedding customer‑centric service standards, the Director continually improves end‑to‑end delivery for key accounts and supports CPS Energy’s long‑term vision.

Grade: EXEC
Deadline to apply: 11/11/2026

Tasks and Responsibilities

• Set multi‑year (3-5 year) portfolio strategy that enhances customer resiliency, strengthens strategic partnerships, and supports customer expansion across priority accounts.
  Translates customer objectives into executable roadmaps.
• Anticipates customer business models and proactively aligns CPS Energy roadmap to future needs.
• Identify and advance opportunities to support customer expansion, resiliency and other strategic energy needs
• Translate customer growth plans into an actionable roadmap and coordinate enterprise capabilities required for delivery.
• Serve as single point of accountability for executive relationships; cultivate trusted, long‑term customer partnerships at executive levels.
• Establish and lead the account management framework governing end-to-end customer engagement across billing, service delivery, infrastructure, rates, contracts and complex escalations; ensure clear ownership, timely resolution and executive-level communication.
  Own department budget and expense control.
• Direct A/R strategies to maintain current balances and reduce aging.
• Ensure contracts and cost‑recovery mechanisms for large construction projects are accurate, defensible, and timely.
• Monitor portfolio financial performance and customer growth trends, identify risks, and opportunities requiring cross-functional or executive action.
• Maintain documented operating routines and practical controls for confidentiality, issue remediation, and follow‑through during reviews.
• Identify and mitigate operational risks across contracts, receivables, data handling, and customer delivery.
• Establish and sustain a departmental system of record that standardizes customer‑centric processes across the managed account lifecycle.
• Capture customer feedback systematically, analyze drivers, and conduct structured improvement cycles.
• Coordinate execution with Energy Delivery Services, Technology & Product Innovation, Military Operations, Corporate Communication, Customer Construction, and other functions to meet customer expectations and timelines.
• Drive process efficiency and customer‑centric improvements across departmental lines.
• Provides feedback loops into rate/product/process design.
• Represent strategic account priorities in enterprise planning and decision making, balancing customer needs with CPS Energy's requirements.
• Build team capabilities for complex utility accounts; coach managers/senior professionals.
• Establish routines for performance management, capacity planning, and continuous improvement.
• Build strategic and commercial acumen across the team, enabling account managers to progress from transactional issue resolution toward proactive, insights-driven customer partnership.
  
  

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

• Master’s degree from accredited institution.
• Demonstrated experience navigating complex utility service delivery, infrastructure, technical, and/or construction environments.
• Demonstrated ability to build trusted relationships and influence senior leaders across operational, technical, commercial, and customer-facing functions.
• Experience leading strategic/key account management, customer growth, complex service delivery, or comparable customer-facing functions serving latg, commercial, industrial, governmental, or military customers.

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands