Love's Travel Stops & Country Stores Commercial Account Manager in Houston, Texas
Req ID: 68541
As the lead contact for customers such as commercial fleets, transit agencies and municipalities, the Commercial Account Manager must be able to manage the customer relationship from the time a new compressed natural gas (CNG) station deal is signed to the point when that agreement expires, utilizing cross-functional teams to ensure contract administration and compliance, station financial performance, optimization of opportunities for future business, and long-term customer satisfaction through continuous communication and timely resolution of customer concerns. This person will have a demonstrated ability to coordinate multiple complex projects and to effectively communicate across project teams, to senior management, and to a variety of customers. This person must be able to work in a fast-paced environment, have strong attention to detail, and possess strong interpersonal communication skills to interact with a variety of clients in a professional manner. The ideal candidate will have exceptional written and oral communication skills, will be comfortable administering complex government contracts, and will be focused on providing top-notch customer service.
Contract Management - Responsible for all contract administration and compliance activities for assigned stations, including communicating construction and operating requirements (including build schedules, scope of work, reporting, penalties, and invoicing) to internal teams, documenting contract milestones, and leading contract renewal activities. Serve as primary internal resource for all contract questions or issues, which includes working with Trillium's legal team to draft contract amendments and change orders when necessary.
Project Account Management for New Stations - Manage customer expectations and resolve customer concerns throughout the station build or upgrade process by scheduling and leading customer status meetings, providing status reports and construction project schedules obtained from the Construction team, negotiating contractual change orders, and discussing technical station capabilities and concerns. Coordinate station start-up activities such as marketing materials distribution, station grand openings, onsite safety training, proprietary fueling credit card set-up, first bill review, and Client Connect online account training.
Ongoing Account Management - Accountable for commercial relationship with customers after execution of contract, serving as customers’ main point of contact. Manage all customer interaction, including proactive customer satisfaction checks and surveys, as well as contract updates, renewals, negotiations, administration, and compliance. Coordinate with internal cross-functional teams to resolve customer concerns regarding station performance, billing, and transaction management. Develop a deep local knowledge of assigned CNG stations and customer operations in order to provide outstanding customer service and problem solving capabilities.
New Operations & Maintenance (O&M) Agreements –This person will support the Commercial Operations team in developing accurate pro formas, pricing, deal structuring, and contracting for potential new O&M deals. This includes coordinating with Business Developers and Operations to match customer requirements and expectations with Trillium’s field capabilities while ensuring profitability of new deals and ongoing customer satisfaction.
EDUCATION AND EXPERIENCE:
Bachelor’s Degree required
3+ years Analyzing or creating reports.
3+ years Writing internal and/or external customer communications, including proposals, notices, or reports.
3+ years Conducting contract negotiations, administration and/or compliance activities.
5+ years Conducting project and/or process management and improvement.
5+ years Managing relationships with internal and/or external customers or accounts.
SKILLS AND PHYSICAL DEMANDS:
Proficient in Microsoft Office Outlook, Microsoft Excel, Microsoft Word, and ability to learn new software applications and computer programs.
Build & Sustain Relationships- Uses appropriate interpersonal skills and communication methods to build constructive relationships with customers, business units, service organizations and other stakeholders to meet shared goals and objectives.
Contribute to Team Success-Demonstrates cooperation and collaboration while participating in a group or team.
Facilitate & Manage Change-Makes effective decisions and achieves desired results in the midst of changes in responsibilities, work processes, timeframes, performance expectations, organizational culture or work environment. Actively supports and promotes corporate and/or business unit changes.
Project Management-Establishes a course of action for self and others to accomplish goals, utilizing appropriate resources; follows up by monitoring results and evaluating their effectiveness.
Results Driven-Focuses on a goal and harnesses own and others’ energy to drive toward goal alignment; meets or exceeds expectations.
Typical Physical Demands:
Occasional lifting up to 25 pounds.
Manual dexterity sufficient to operate a computer keyboard and calculator.
Requires normal range of hearing and vision.
Job Function(s): Construction
Founded in 1964 by Tom Love, Love’s Family of Companies is headquartered in Oklahoma City, Oklahoma, and remains entirely family owned and operated. With more than 300 locations in 40 states, Love’s approximate growth rate is 20 stores per year. Love’s has consistently ranked in the top 10 on Forbes’ Magazine’s annual listing of America’s largest privately held companies. From the first filling station in Watonga, Oklahoma, the Love’s commitment has remained the same: “Clean Places, Friendly Faces.”