Account Management Supervisor

Account Management Supervisor

The Strategic Customer Relations (SCR) team includes Account Management and Economic Development. Through its relationships with existing and prospective customers and employees across Colorado Springs Utilities, the team develops broad expertise in utility services, programs, operations, and data. SCR combines trusted relationships and expertise to provide responsive service and clear information, creating a high-quality customer experience that customers value.

The team seeks an Account Management Supervisor who provides direct leadership, develops employees’ strengths, and sets clear expectations for shared goals and adherence to policies and procedures. Building on the Account Management team’s established reputation, the supervisor will be an accessible, trusted, and knowledgeable partner to peers across Colorado Springs Utilities, valuing internal partnerships as highly as customer relationships. The role oversees daily activities, coaching, performance management, workloads, account assignments, and employee development while maintaining a limited strategic account portfolio to stay connected to customer needs and account management challenges.

Key Areas of Focus:

• Provide direct supervision, coaching, mentoring, and performance management for Account Managers, supporting employee development, succession planning, and achievement of departmental goals.
• Establish work priorities, establish and monitor performance metrics, and ensure consistent execution of customer relationship management practices across the Account Management team.
• Create opportunities for Account Managers to engage with other work groups through peer team and all-hands meetings, strengthening internal connections and awareness of the team’s services.
• Coordinate closely with the Strategic Customer Relations Manager and the other members of the Customer Service Department leadership to align priorities, share information, and ensure Account Management operates as an integrated part of the broader department.
• Set direction and expectations for Account Management to proactively manage the customer experience through coordinated account planning, timely communication, and follow-through on commitments.
• Provide strategic oversight for specialized customer programs and services led by Principal and Key Account Managers, monitoring progress toward goals and alignment with organizational priorities, including Enhanced Power Services, Rate Forecasting and Modeling, Energy Wise Plus, Building Efficiency Program, Backflow Prevention, and Gas Transportation and Interruptible Services.
• Lead cross-functional collaboration with operational, engineering, financial, and customer service teams to address service barriers before they escalate and advance strategic projects.
• Oversee the development, planning, prioritization, and execution of annual strategic account management initiatives, ensuring alignment with organizational priorities and measurable customer outcomes.
• Monitor workload distribution, resource utilization, and service performance to improve efficiency and support the growing complexity of customer needs.
• Proactively address emerging customer concerns and serve as the initial escalation point, working with the assigned Account Manager and internal partners to resolve issues and prevent them from recurring.
• Lead continuous improvement efforts by identifying process enhancements, strengthening team capabilities, and implementing best practices that improve customer experience and program effectiveness.

Who You Are:

The ideal candidate will most likely have a bachelor’s degree and around 8 years of experience in a relevant account management and customer experience environment, including progressively responsible supervisory and/or leadership experience of exempt employees.

What This Opportunity Offers:

As Account Management Supervisor, you will lead professionals who build trusted relationships with our community’s largest organizations and military installations, anticipating their evolving utility needs and coordinating contracts, services, and internal resources to support their business objectives. Account Managers use their broad knowledge of all four utility services and related business practices to inform customers. Through effective leadership and direct engagement, you will earn trust and respect across Colorado Springs Utilities and among these key customers.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

• Exerting up to 10 pounds of force occasionally (1/3 of the time), and/or a negligible amount of force frequently (1/3 to 2/3 of the time) to lift, carry, push, or pull objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary only if walking and standing are required only occasionally, and all other criteria are met.
• Positions in this class typically require talking, hearing, seeing, and repetitive motions within an office working environment.

Who We Are:

Colorado Springs Utilities, a four-service utility provider with a 100-year reputation of integrity, gives you an experience unmatched by other utility companies. We continuously strive to stay ahead of the business curve with our established priority to update and incorporate state-of-the-art technology and provide a work culture dedicated to innovation, collaboration, and synergy. In fact, we were recently awarded the Diamond Designation from the American Public Power Association (APPA), recognizing our utility for having some of the highest ratings in reliability, safety, workforce development, and system improvements among the more than 2,000 public utilities in the nation. Nestled at the base of the Rocky Mountains, Colorado Springs is the perfect blend of mountain and city living. With over 300 days of sunshine a year, you will enjoy nature at its finest while residing in the sixth most desired place to live in the United States (according to U.S. News & World Report, 2021).

Our Commitment to Our Employees…

Our people are the heart and soul of Colorado Springs Utilities. They keep the lights on, gas flowing, water coming in, and wastewater leaving. We don't just say people are important – we prove it! That’s why we are honored to invest in protecting the health and financial security of our employees and their families through our rich benefits program.

Time Off to Recharge

• Vacation – Start with 13 days annually, increasing to 24 days with tenure
• Personal Leave –3 days per year
• Paid Holidays –12 paid holidays per year
• Sick Leave – 12 days per year for personal or family health needs
• Vacation Buy – Option to purchase up to 40 additional hours annually

Health & Wellness – Benefits elected are effective the first of the following month

• Medical Plans: Three comprehensive options, including a $0 premium High-Deductible Health Plan (HDHP) with Health Savings Account (HSA) eligibility
• Zero Health: Access to hundreds of medical services at no cost
• Dental & Vision: Two dental plans and one vision plan
• Family Building Benefits: Support for fertility, preservation, adoption, and surrogacy
• Wellness Program: A voluntary program that rewards you for prioritizing self-care! If you're enrolled in our medical plan, you and your spouse can earn up to $600 in HRA or HSA contributions by completing healthy activities
• Flexible Spending Accounts (FSA): Pre-tax contributions for healthcare and dependent care expenses
• Health Savings Account (HSA): Available with HDHP

Financial & Retirement Security

• Pension Plan: Colorado PERA provides retirement benefits and peace of mind
• Supplemental Retirement Plans: PERAPlus 401(k), MissionSquare Roth IRA, and 457 plans
• Disability Coverage: Short-Term and Long-Term Disability insurance available
• Life Insurance: Employer-paid coverage with optional supplemental plans
• Long-Term Care Insurance: Available for purchase to support extended care needs

Additional Support

• Employee Assistance Program (EAP): Confidential support for mental health, stress, legal, financial, and work-life balance
• Tuition Reimbursement: Up to $5,250 annually to support continued education
• Public Service Loan Forgiveness: As a qualifying employer, your student loan payments may be eligible for loan forgiveness