Manager, Customer Accounts

Thank you for your interest in the BWL. We think you'll find it a rewarding and nurturing place to grow your career. Starting Salary Range: $119,000.00 - $176,000.00 # Position Summary: # The Customer Accounts Manager provides operational leadership for two critical customer-facing functions: utility billing operations and key account management. Reporting to the Director of Customer Operations & Experience, this role is responsible for overseeing billing operations to ensure accuracy, resolve billing-related issues, and proactively maintain strong client relationships through effective communication with current and prospective customers. The Manager oversees integrating tactical execution with day-to-day oversight, identifies opportunities to streamline billing processes, improves efficiencies, enhances customer experience, and supports organizational initiatives. This role requires business financial expertise, including sstrong understanding of utility rules and regulations, accounting principles, and financial analysis. The candidate must possess exceptional leadership skills, and the ability to effectively collaborate with all internal and external customers to drive financial performance, key account customer service, and decision making. # Essential Functions: Responsible for effective & efficient day-to-day operations focused on short-term goals and meeting deadlines. Leads, motivates, and develops team members. Implements the strategies and plans set by director by making them actionable tasks and internal focus on workflows, and processes. Oversee daily operations of utility billing and key accounts functions to ensure accuracy, compliance, and timeliness in customer billing. Develops, implements, and enforces policies and procedures to ensure high standards of customer account integrity and billing process. Resolves escalated, high impact billing issues, collaborating with internal departments including IT, Finance, and Legal. Develops, manages, and tracks the operating and capital budgets for the Customer Accountsdepartment, ensuring financial accountability and cost efficiency. Leads continuous improvement initiatives for billing operations, system capabilities, and customer communication workflows. Ensures regulatory compliance, internal controls, and audit readiness for all customer billing and account management functions. Provides oversight of strategic high value account relationships, ensuring proactive service delivery, long term retention, and customer satisfaction among BWL's largest commercial and industrial customers. Engages with customer leadership on contracts, rate design, infrastructure planning, economic development. Proactively works with economic development on existing and future customer growth. Develops and monitors key performance indicators (KPIs), and customer experience benchmarks. Prepares and presents high-level reports and dashboards on billing integrity, customer metrics, and large customer activity. Manages billing vendor relationships and ensures compliance with contract deliverables for print, mail, and third-party services. May represent Customer Operations on corporate project teams, internal working groups, and industry task force related to billing, customer engagement, rate design and strategic planning. Ensures departmental goals align with BWL's strategic plan and customer service standards. Fosters a culture of safety and compliance. Expected to comply with all BWL policies and work rules. Reliable and predictable attendance. Responsible for participating in the on-call rotation to provide after-hours support and ensure continuous coverage for departmental needs. Performs other duties as