Products & Services Manager - Outdoor Lighting Smart Attachment Program

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Job Summary

This Outdoor Lighting Products & Services Manager role provides consultation and sales support regarding Duke's Outdoor Lighting Smart Attachments Program to governmental, commercial, institutional, and industrial customers. This position requires a customer-facing, team-oriented individual who has a high degree of technical and business expertise to be effectively utilized to help explain the Program and how it can fit customers' needs. This position is also responsible for coordinating and leading internal and external resources to provide the necessary support for deployment of the Program. This position will report to the Manager - Outdoor Lighting Program and will engage with Large Account Management, Community Relations, Marketing, Customer Delivery Lighting, all the while promoting the Program and assisting governmental, commercial, institutional, and industrial customers to subscribe to the Program.

Responsibilities

• Explains all the details of the Outdoor Lighting Program, including complex tariff items, the technical aspects of lighting, product specifications, options and performance, to solve complex customer lighting needs
• Ensures customers' needs are met through effective communication and coordination with the Customer Delivery Lighting design and operations groups
• Engages with, builds relationships, and provides Program promotion, training and support to internal stakeholders such as Large Account Management, Community Relations, Economic Development, and others
• Becomes involved with and helps resolve a wide variety of issues that affect customer satisfaction such as product warranty issues, lighting trespass, tariff questions, and more
• Supports the development and continuous improvement of the Outdoor Lighting Smart Attachments Program initiatives, offerings, and processes
• Develop product, program and service enhancements to improve market effectiveness by participating in Sales and Marketing initiatives which include giving direction to others to ensure that customer needs are satisfied and programs meet financial goals.
• Identify and implement promotional strategies and expand offers to other jurisdictions as appropriate.
• Develop and execute exit strategies for non-performing/underperforming programs.
• Collaborate with program stakeholders to develop and implement marketing campaigns for new and existing offerings. Measure and analyze performance to lower cost per acquisition.
• Capture and ensure timely follow-up on leads generated by campaigns, events, communications, plans and assessments
• Evaluative key performance indicators that provide opportunities to improve lead generation and close rates by implementing initiatives to improve performance.
• Develop and execute initiatives to improve the effectiveness of more convenient service channels while measuring and analyzing results.
• Analyze and understand market research results. Set strategies and plans accordingly that create sharp focus on customer needs and wants; and appropriately allocate budget and resources.
• Develop campaign plans, set objectives, measure and analyze performance, and demonstrate influence on customer satisfaction.
• Create mutually beneficial internal relationships by effectively communicating program/market plans and performance results.
• Standardize programs across all jurisdictions where business justification exists.
• Deliver on expected P&L , financial growth targets, customer satisfaction scores and regulatory objectives for products, programs & services
• Develop, communicate and execute long-term/ annual program plans, market and segment plans to deliver financial results in total and for each jurisdiction
• Deliver plans within capital and O&M budget.
• Understand and interpret EM&V reports and adequately represent program related areas.
• Represent company as Duke Energy in addressing elevated customer complaint resolution, disputes, and other customer requests.
• Review work processes within assigned programs and implement as required.
• Develop/maintain a productive business relationship with the external program support vendors.
• Manage the vendor relationships like a business owner with minimal supervision for items like performance standards, quality, timeliness, tracking and reporting, invoicing, equipment operation, customer satisfaction and coordination with program stakeholders
• Conduct frequent face-to-face meetings and conference calls with vendor to monitor performance, identify issues and adjust to changing conditions.
• Ensure that electronic interfaces with Duke Energy is secure, near real time and accurate.
• Manage and modify contractual obligations for the program.
• Direct the development of performance goals and tracking systems to monitor program analytics, customer satisfaction and earnings growth goals.
• Develop, communicate, execute and adjust market plans to achieve at least top quartile satisfaction targets.

Required/Basic Qualifications

• Bachelor's degree in Business Administration, Finance, Engineering, Marketing or another related field
• In addition to required degree, minimum two (2) years related work experience
• In lieu of bachelor's degree, high school diploma/GED AND nine (9) years minimum of related work experience

Desired Qualifications

• Professional Engineer
• Lighting Certified Professional
• Prior sales expereince
• Experience in Marketing and/or product promotion
• Experience in outdoor lighting products and lighting design highly desired
• Strong command of Duke's Outdoor Lighting tariffs and service regulations desired
• Experience in electrical distribution design desired
• Experience in speaking and making presentations to a wide variety of customers, from residential to municipal officials and large developers highly desired Proficient in Microsoft Office software tools
• Proven project management skills
• Experience with CRM (Salesforce)
• Experience successfully working in a team environment to achieve shared goals
• Experience working in utility regulatory environment
• Comprehensive financial and business acumen
• Analytics capability/ proven ability to analyze market and financial data and research to develop successful customer and product strategies and plans, e.g., market research, market strategy, competitive intelligence, product management, Project development
• Facility management, product management, program management, energy management, project management or process management experience.
• Demonstrated experience in change management, process integration and implementation and supervisory or management experience
• Business operation experience
• Demonstrated excellent interpersonal skills including communications skills, presentation skills, conflict resolution and management skills, excellent leadership skills and good facilitation skills at all levels, both internally and externally to Duke Energy.

Working Condidtions

• Virtual Mobility Classification - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to a Duke Energy facility and within the Duke Energy Service area.

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