Utilities proactively partner with industrial, commercial and other large customers to better understand their needs, anticipate load, improve services, maintain competitive edge and stabilize the grid in their service territory. Join key accounts directors and managers to share best practices, and develop creative solutions to current challenges. The meeting format features a keynote from the host utility and ample time dedicated to roundtable conversation for members to share information and effective strategies for managing key accounts. Breakout sessions are utilized to provide more focused and relevant conversation as needed. Overall program content covers a wide range of topics, including: alternative energy; customer communication and education; organizational approaches and metrics for managing KA departments; new customer programs and business development.
Member: $199 USD
Registration includes online access and all digital meeting materials.
8:30 AM - 9:00 AM
Virtual Help Desk + Technology Check
The room will open early with optional time for participants to get familiar with the virtual platform, test their audio and webcam, or ask questions about the agenda before we begin.
9:00 AM - 9:45 AM
Welcome + Introductions
Facilitator(s): Rick Edwards, Director – Community Connections, NorthWestern Energy
Attendees will introduce themselves. Attendees are encouraged to have their camera on and share their name, general role within the organization, one topic you want to discuss today.
9:45 AM - 10:15 AM
Break
10:15 AM - 11:45 AM
Keynote: Account Advisor of the Future
Moderator(s): Bryce Tiernan, Business Services Manager, San Diego Gas & Electric Company
Speaker(s): Bryan Schweickert, Director of Key Accounts, Los Angeles Department of Water & Power
In the Keynote Account Advisor of the Future, LADWP Key Accounts Director presents on the current practices of hiring account advisors, on utility trends that impact advisors’ interactions with customers, and strategies to retain and develop talented advisors so they continue to provide excellent customer service to LADWP’s largest customers and stakeholders.
11:45 AM - 12:45 PM
Break
12:45 PM - 1:45 PM
Current Issues - Gas Roundtable
Facilitator(s): Rasha Prince, Director, Customer Energy Solutions, Southern California Gas Company
Gas Utilities will discuss and share current issues for their company such as:
• Hydrogen/RNG
• Decarbonization
12:45 PM - 1:45 PM
Current Issues - Electric Roundtable
Facilitator(s): Yolanda France, Manager, Midsize Strategic Energy Management, Salt River Project
Electric Utilities will discuss and share current issues for their company such as:
• Rates/agreements for customers with generation
• Outage support/notifications for after hours
1:45 PM - 2:00 PM
Break
2:00 PM - 2:45 PM
Extreme weather events’ impact on Key Accounts
Moderator(s): Rick Edwards, Director – Community Connections, NorthWestern Energy
Speaker(s): Rick Edwards, Director – Community Connections, NorthWestern Energy, Bryce Tiernan, Business Services Manager, San Diego Gas & Electric Company, Doug Kelley, Regional Account Executive, Avista Corp., Amir Angha, Director - Enterprise Risk Management & Insurance, Portland General Electric
Gas and Electric Utilities will present experiences and lessons learned from recent extreme weather events (fire, heat, cold) and discuss future strategies for effective preparedness and internal communication.
2:45 PM - 3:15 PM
Open Roundtable + Hot Topics
Facilitator(s): Rick Edwards, Director – Community Connections, NorthWestern Energy
This is an open roundtable for additional questions or hot topics not addressed previously.
3:15 PM - 3:30 PM
Wrap Up + Future Planning