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Team Lead, Key Accounts At City of Calgary

Location: Calgary, Alberta

Job Description

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.
As Team Lead, Key Accounts, and a member of the Customer Strategy Team, your passion for public service, problem solving and building strong and trusted relationships with customers will enable you to develop, implement and manage an effective single point of contact customer care program for key industrial, commercial, institutional and regional customers of The City's Water Utility. You will advocate on behalf of customers to support effective decision-making within the Water Utility and influence internal processes across the Water business to deliver an enhanced customer experience. Primary duties include:
  • Establish a face-to-face and holistic model of customer care. Facilitate the resolution of customer and/or City concerns working collaboratively with technical Subject Matter Experts.
  • Develop and maintain effective relationships with customers, acting as a focal point for new initiatives, negotiating rate changes and Master Service Agreements, introducing new programs, acting as the conduit for rates and water utility servicing concerns and opportunities, and supporting customers to understand their role.
  • Provide input into Water business decision making by acting as the customer advocate, and facilitate customer input into Water Utilities plans across water, wastewater and stormwater services.
  • Identify, build and maintain effective partnerships with a variety of internal stakeholders to deliver on customer care goals and outcomes; manage change, influence and negotiate; champion the organization’s vision to put the customer at the heart of everything we do.
  • Provide leadership, staff development, coaching and direction to professional staff.
Qualifications
  • A degree in Business, Commerce, Marketing, or a related field combined with a minimum of eight years of relevant experience.
  • Senior expertise in customer relationship management and in building and maintaining positive customer relationships with key accounts is essential.
  • Preference will be given to applicants with a background in water utilities and services, and business and strategic planning analysis.
  • An intermediate level of proficiency in Microsoft Office (Word and Excel) is required to analyse and synthesize large amounts of data.
  • Success in this position requires the following competencies: strong technical, strategic and customer care analysis, problem solving and planning skills, attention to detail and accuracy, the ability to evaluate complex business issues within a variety of customer groups, leadership skills to create a positive and engaging work environment, proven discretion, diplomacy, relationship building skills and exceptional communication and change management skills.
  • Equivalent combinations of experience and education may be considered.
Pre-employment Requirements
  • Successful applicants must provide proof of qualifications.

Union: Exempt


Business Unit: Water Resources
Position Type: 1 Permanent
Location: 625 25th Avenue S.E.
Compensation: Level E $77,891 - 117,609 per annum
Days of Work: This position works a 5 day
work week with one day off in a 3 week cycle.
Hours of work: Standard 35 hour work week
Audience: Internal/External
Apply By: February 22, 2019
Job ID #: 301691