Customer Lead, Strategic Programs
American Water

Job Info

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Requisition ID: 107174

Share Our Purpose. Be Yourself. Feel Valued.

People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals.

We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey.

About American Water
American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water's 6,500 talented professionals leverage their significant expertise and the company's national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders.

As one of the fastest growing utilities in the U.S., American Water expects to invest $30 to $34 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities.

American Water has been recognized on the 2023 Bloomberg Gender-Equality Index for the fifth consecutive year, ranked 18th on Barron's 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency's WaterSense® Excellence Award, among additional state, local and national recognitions.

For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram.

Primary Role

The Customer Lead is responsible to drive process transformation initiatives within the customer support area for the American Water2030 program. Key requirements include:

• Deep understanding of the customer functional area
• Ability to communicate effectively across the organization by helping employees or other stakeholders understand and adopt an organizational change
• Ability to work collaboratively with internal stakeholders across functions as well as external stakeholders such as consultants, technology vendors, etc.,
• Ability to build trust among employees (exempt and non-exempt / union and non-union) and handle information confidentially / delicately,
• Support the adoption of new tools, technology, processes and/or solutions as defined by organization's priorities and program goals and objectives.

Key Accountabilities

• Lead Customer data clean-up efforts as required
• Assist with AW2030 Organizational Change Management plan
• Review E-source Customer observation reports for accuracy and alignment with taxonomy
• Assist to identify and communicate Customer out of scope/quick win actions and follow up to completion
• Participate in software selection due diligence
• Explain the customer processes to the software development team
• Explain regulatory requirements to the software development team including those regulations specific to states
• Ensure the customer design details are correct so that the project's/program's deliverable(s) will meet the needs of the stakeholders, legislation, policies, standards, and best practices.
• Lead customer workshops utilizing State Business Advisory Team members to review software and process options
• Prepare materials and options for project decisions needed by the steering committee and customer champion as required.
• Represent customer in the design of the to-be processes and software
• Contribute an understanding of employee needs to help ensure the training program is accurate and efficient.
• Represent customer in the testing of the work processes and software.

Knowledge/Skills

• General knowledge of operations and CSO
• Knowledge and use of office productivity tools (MS 365, Sharepoint, Teams, etc.) Enterprise systems knowledge, SAP preferred, MapCall, Coupa, etc.
• Understands the AW business and its unique cultures
• Knowledge of applicable state and federal regulations
• Knowledge of company procedures, policies and operations
• Focus on quality and excellence
• Able to comfortably communicate about how CSO and the broader business at American Water are conducted
• Willingness to consider all viewpoints and develop strong relationships; Leader of change
• Ability to analyze customer data to identify areas for improvement and implement solutions
• Excellent interpersonal and communication skills to articulate vision of transformation efforts, associated changes, and business benefits
• Proven ability to work effectively at different levels in the organization, across functional areas, and with vendors like consultants, system integrators, etc.
• Has the respect of front line employees; recognized as a supporter of simple and effective solutions
• Good presentation skills with audiences from the frontlines to the Executives
• High personal and professional integrity and strong work ethic
• Strong analytical skills
• Results orientation, willingness to commit to a direction and drive change
• Demonstrated ability to manage adversity and challenging situations
• Comfortably lead others on how to navigate "fix it now" pressures versus longer-term programmatic goals and benefits.
• Ability to juggle multiple tasks at once while keeping an eye on the big picture and documenting progress; Ability to effectively manage multiple competing priorities with high attention to detail
  

Experience/Education

• Minimum 5-10 years of relevant experience in Customer Service.
• Bachelor's or equivalent experience.

Travel Requirements

• 25% to 50% travel

Other

Short Description

Competencies

Champions safety

Collaborates

Cultivates innovation

Customer obsessed

Drives Results

Nimble learning

Join American Water...We Keep Life Flowing™

American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.

Nearest Major Market: Philadelphia

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