Government Client Services Manager - Urgent Position

We are on the lookout for a brilliant Government Client Services Manager to join our incredible team at hawaiianel in Honolulu, HI.
Growing your career as a Full Time Government Client Services Manager is a terrific opportunity to develop useful skills.
If you are strong in leadership, creativity and have the right personality for the job, then apply for the position of Government Client Services Manager at hawaiianel today!

We recognize our competitive advantage -- our people. We believe in our people, who share our vision of meeting the needs of our employees, customers, and communities and who carry out the continued success of the company.

 

Our employees are committed to the company's foundational values: integrity, excellence, teamwork, environmental stewardship, and community commitment. In turn, we invest in our employees, providing opportunities for challenge and advancement and offering a competitive compensation package.

 

Posting End Date: 03/27/2023   at 11:59PM HST

 

BRIEF POSTING DESCRIPTION:

The P 6V GOVT CLIENT SERVICES Department of the P GOVERNMENT CLIENT SERVICES Division at Hawaiian Electric Company has 1 Management vacancy available. (Role: Professional)

 

JOB FUNCTION:

• Provides expert, proactive, client management services through development of professional consultative relationships to Hawaiian Electric’s largest customers, specifically Federal, State and City/County clients. Serves as the client’s trusted energy partner and primary point of contact. Leads the company’s effort to provide exceptional client service by: 1) building strong relationships; 2) understanding client goals, needs and drivers of success; 3) developing strategies and problem solving to support client success with an entrepreneurial approach; and 4) leading and coordinating cross-functional, internal and external teams on projects, planning and policies.
• Provides responsive day-to-day account management which may include, among others, operational issues, bill inquiries, usage analysis, new service, outages, complaints, joint infrastructure projects, etc.
• Coordinates, communications, briefings, tours and meetings with key government stakeholders (e.g., elected and appointed officials and staff from Federal, State and City/County governments, and related organizations,).
• Assists Government & Community Relations efforts aimed at implementing stakeholder engagement strategies and plans to achieve the Company’s strategic goals and initiatives.
• Lead role for client communications and coordination during outages and emergencies.
• Leverages deep client knowledge and understanding to inform company and division strategies and execution.

 

ESSENTIAL FUNCTIONS:

• Provides expert proactive account management services and serves as the professional consultative relationship manager to Federal, State, City/County clients which accounts for 25% of the company's revenues. Through on-going communication, builds and maintains positive long-term relationships based on trust, credibility, integrity and responsiveness. Understands the clients' needs and requirements – their "big picture" strategic goals. Manages a two-way relationship between clients and the company, enabling coordination on initiatives of mutual interest. Leads and manages cross-functional internal teams to address client needs that may span technical, public policy and political issues, including projects involving Federal Acquisition Regulation (FAR) requirements, Judicial Consent Decrees, and Federal and State Environmental Compliances. Researches, analyzes data, and prepares various reports for major customers and internal users within the company. Keeps Business Development (or others as needed) informed of evolving client needs and service gaps and supports development of new customer offerings.
• Serves as liaison and client advocate while balancing the interests of the company. Aims to serve as clients' primary point of contact, minimizing escalations and handoffs. Leads resolution of customer inquiries (e.g., pricing, billing, issues and complaints, new service, usage, etc.). Leads team of subject matter experts throughout the company to resolve complex, technical customer issues (e.g., reliability, power quality, rate and power factor payback analysis, and service upgrades, etc.). Utilizes knowledge of technologies and equipment to provide comprehensive solutions to customer and company issues. Manages mutually beneficial opportunities that could qualify for state/federal funding, including distributed resources, demand response, shared solar, grid services, energy efficiency and potential pilot projects.
• Provides overall support in coordinating and tracking of communications, briefings and meetings with key government stakeholders (e.g., elected and appointed officials and staff from Federal, State and City/County governments, and related organizations).
• Monitors Federal, State, and City/County level legislation across the nation, as well as mandates and concerns to advise the company of developing government client trends, risks, and opportunities.
• Assists Government & Community Relations efforts aimed at implementing stakeholder engagement strategies and plans to achieve the Company's strategic goals and initiatives. Works closely with and supports the Government Relations division to monitor and address State and County legislative and executive branch issues, bills, and resolutions that affect government clients' initiatives and operations. Collaborates with Community Affairs on related government client strategies and initiatives, including identifying and managing critical community issues and concerns that may potentially impact Hawaiian Electric and designing action plans to address them, under potentially adverse conditions.
• Acts as a company spokesperson and represents Hawaiian Electric to various organizations to enhance corporate image and promote the company's goals and initiatives among clients and key stakeholders.
• Provides outage and incident information 24/7 as needed to assigned clients and internal stakeholders, including executives. Responds to callouts or emergencies on weekends or at night, if required, to assist with large scale outage or incident communication to assigned clients.
• Regularly and proactively communicates with clients by email, phone, video (Zoom, Teams, etc.) and in person. These communications should go beyond routine check-ins and include updates on Hawaiian Electric's plans and activities to ensure clients' basic understanding of the company's strategic plans, especially how the clients can benefit from decarbonization and resilience strategies. Anticipates clients' needs for energy metrics and data and seeks to be a go-to resource to meet clients' needs. Manages the planning and execution of meetings and events for government clients, i.e., EXCOM, executive agency calls, etc. Identify and enable resilience opportunities to strengthen federal and local governments' critical functions.
• Stays current on existing and emergent technologies, electrification of transportation, distributed energy resources, grid services programs, rate design and tariffs relevant to their clients. Is knowledgeable about current laws, policies and political issues and how they affect their clients. Seeks opportunities to offer company programs, services and those of partnering/contracted energy services companies, including management of the Company's Federal Utility Energy Service Contracts program. For electrification, understands company's role in creating make-ready infrastructure and fleet conversions; also understands which clients have needs for charging infrastructure.
• Plans, coordinates and facilitates meetings with internal and external customers and stakeholders to manage and resolve both major customer and company requests and sensitive issues. Develops and implements enhanced communication processes/procedures between departments to help better service clients and to improve workforce knowledge and skill. Assists the Manager with achieving the team's goals, objectives, and strategic planning. Represents the Manager in their absence and assists other government client service managers as needed. Participates as co-lead to coordinate the efforts of the department in the company's Incident Command Team when activated or during drills.
• Participates in Company emergency response activities as assigned, including any activities required to prepare for such emergency response.

 

BASIC QUALIFICATIONS:

Knowledge Requirements

• Thorough knowledge of the Company’s regulated utility environment including principles of utility rates and tariffs, interconnection programs, decoupling, PBR, demand response, and general energy issues.
• Thorough knowledge and demonstrated success in dealing with a wide range of major customer segments and utility related issues.
• Thorough knowledge of Hawaiian Electric’s utility operations and various Hawaiian Electric Divisions including Engineering, System Operations, Construction & Maintenance, Customer Service, Customer Energy Resources, Business Development, Electrification of Transportation and Customer Installations.
• Working knowledge of SAP and the Hawaiian Electric billing process.
• Bachelor’s degree in business, marketing, engineering, or appropriate experience required.
• Knowledge of personal computers and/or mainframe systems and related software applications (i.e., spreadsheets, word processing, database management, etc.)

Skills Requirements

• Demonstrated supervisory/leadership skills, including the ability to work with a variety of individuals and conflict resolution.
• Demonstrated strong and effective communication skills including listening, oral, and writing.
• Demonstrated ability to teach, coach, and mentor.
• Demonstrated presentation skills to large/small groups and one-on-one settings.
• Demonstrated ability to work both independently, as well as collaboratively as one team.
• Demonstrated ability to convene and facilitate meetings; interact and effectively communicates with personnel at all levels, including executive level.
• Demonstrated ability to lead, adapt, persevere, and remain flexible in a demanding work environment.
• Demonstrated ability to handle difficult situations and/or sensitive issues, with professionalism and respect and find a way to resolve and/or manage a positive outcome.
• Strong organizational skills and the ability to conceptualize new ideas.
• Ability to inform, influence, and persuade key decision makers and senior level executives while building and maintaining constructive and positive relationships.
• Analytical and administrative skills required for assisting with preparing and monitoring forecasts and budgets; and carrying out company/department policies and procedures.
• Must have or be able to qualify for State of Hawaii’s driver’s license and Hawaiian Electric driver’s license in order to travel to customer sites.

 

Experience Requirements

• Extensive (7 or more years) professional experience in some concurrent combination of the following fields: government affairs, account management, customer service, engineering, marketing, sales, or related fields. Graduate level education in one or more of these areas is also desirable and will meet the experience requirement on a year for year basis.
• At least three years’ experience of providing government affairs or commercial customer service.
• Experience providing technical systems and services.
• At least two years in a supervisory position, or repeated demonstrated ability to successfully lead a team or group

 

 

Role: Professional 

Number of Vacancies: 1 

Work Schedule: Monday - Friday

Work Hours: 7:30 am - 4:00 pm 

Lunch: 30 Minutes

Location: HECO Alii Place

Hiring Range: The hiring range for the Government Client Services Manager [Req ID 8090] position is 101,500.00 to 131,800.00. The person selected will be placed according to his/her skills and qualifications. The hiring supervisor is BLAINE G CACHO.

 

About Hawaiian Electric Companies
Hawaiian Electric Companies provide electricity and services to 95 percent of the state's 1.4 million residents. The company is also one of the state's leading employers and a major contributor and supporter of community and educational programs.

 

The demand for power that has fueled the growth of the Hawaiian Islands has been met by Hawaiian Electric Companies for well over a century. And as the next millennium unfolds, the company is committed to providing quality service and seeking clean local energy sources to power generations of Hawaii families and businesses to come. Visit us at .

 

Interested individuals should apply online. The application must clearly indicate the demonstrated experience/knowledge/skills/abilities the candidate possesses which specifically qualifies him/her for the position.

 

Should there be no candidates with this experience, the company may consider applicants without such experience who meet the knowledge/skill requirements. If such a candidate is hired, he or she will initially be placed on a development plan commensurate with his/her education and experience level.

 

Applicant Certification
By submitting an application for the position, candidates:
1. Authorize the Hawaiian Electric Companies to confirm all statements contained in the application and/or any materials submitted and made a part of the application as they relate to the position and to the extent permitted by law;
2. Authorize and consent to, without reservation, the Hawaiian Electric Companies sharing any and all information regarding previous or present employment, educational training or personal information from their records and from any other source with the hiring department or subsidiary company;
3. Release, discharge, and hold harmless, Hawaiian Electric Companies, from any and all liability for any damage which may be claimed as a result of furnishing such information to the hiring department or subsidiary company;
4. Authorizes release and transfer of all personnel records to be maintained by the hiring company in the event of an inter-company transfer; and
5. Authorize, direct, and consent to Hawaiian Electric Companies and/or its authorized agents to conduct investigations into candidates' background. These investigations may include, but are not limited to searches for information about applicants; record of criminal convictions to the extent permitted by law, education records, professional certifications, personal character references, and employment history.

 

EEO Statement
Hawaiian Electric Companies is an equal employment opportunity/affirmative action employer. We actively seek diversity among our employees. We do not discriminate on the basis of age, race, color, religion, sex/gender (including gender identity/expression), ancestry/national origin, disability, marital status, arrest and court record, sexual orientation, pregnancy, veteran status, genetic information, domestic or sexual violence victim status, or other protected categories in accordance with state and federal laws. We further encourage individuals with disabilities, minorities, veterans and women to apply.

 

Hawaiian Electric Companies complies with Title I of the Americans with Disabilities Act. Any request for reasonable accommodation needed during the application process should be communicated by the candidate to the HR Service Center at Show phone number.

 

Affiliate Disclaimer
Hawaiian Electric Company, Inc., Maui Electric Company, and Hawaii Electric Light (“Company”) are Hawaii Public Utilities Commission (“PUC”) regulated companies. The disclosure relating to Affiliate Transaction Requirements that follows is made pursuant to the PUC’s Decision and Order No. 35962, issued on December 19, 2018, and subsequently modified by Order No. 36112, issued on January 24, 2019 in Docket No. 2018-0065. By submitting your application, you understand and acknowledge that, if you are hired by the Company and subsequently transferred, assigned or otherwise employed by an Affiliate, said Affiliate will be required to make a one-time payment to the Company in an amount up to twenty-five percent (25%) of your base annual compensation. In addition, if you are hired by the Company and subsequently transferred, assigned or otherwise employed by an Affiliate or an Affiliate-Related Entity, for a period of one year, you cannot appear in negotiations or otherwise interact directly with the Company or work on the same matter that you worked on while with the Company.  Affiliate is defined as “any person or entity that possesses an ‘affiliate interest’ in a utility as defined by section 269-19.5, Hawaii Revised Statutes (“HRS”), including a utility’s parent holding company, except as otherwise provided by HRS section 269-19.5(h).” Affiliate-Related Entity is defined as “a third party that provides electricity-related services in a regulated utility’s service territory that has a material financial, operational, or ownership interest with an unregulated affiliate of the utility and of whom the utility has reasonable knowledge.”  For a current list of all Affiliates and Affiliate-Related Entities, please see: This list may be amended, updated or revised from time to time without notice.

Benefits of working as a Government Client Services Manager in Honolulu, HI:

● Learning opportunities
● Company offers career progression opportunities
● Attractive package