Key Accounts – Virtual (Nov 17)

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.

Register Now

General Details

  • Program Chair(s)
  • Bryce Tiernan, Business Services Manager, San Diego Gas & Electric Company

    • Program Location
    • Virtual Event
    • No travel required. All agenda times are in Pacific time. Instructions to access the virtual event will be provided before the program.
    • Who Should Attend
      • Directors and Senior Managers of Key Account teams
      • Senior Account Managers
      • Major Accounts or Major Customer Representatives
      • Energy Solutions/Strategic Energy Partners or Advisors
      • Commercial or Industrial Account Services
      • Key Account Representatives
  • Registration Options
  • Member: $199 USD

    Registration includes online access and all digital meeting materials.

  • General Cancellation Policy
  • To best serve WEI members and program participants during the COVID-19 pandemic, WEI will be waiving its standard cancellation policy for this program and all virtual programs through July 2021. Registrants can now receive a full refund should they need to cancel their registration up to the day before the program begins. This applies to both new and existing registrations for virtual programs.
  • Participation Policy
  • Western Energy Institute programs and events are open to energy companies (including gas production and electric generation, gas and electric transmission and gas and electric distribution utilities). Select programs and events are open to energy industry product and service suppliers. Programs and events are closed to all media representatives and to the general public. Recording is not permitted for any portion of the event.
  • For more information contact Christopher Lee, Senior Program Manager at (971) 255-4967.


All session times are listed in Pacific time.

Tuesday, November 17, 2020

8:30 AM - 9:00 AM

Virtual Registration Desk Open

The Virtual Registration Desk is available to help with technical issues or answer questions about the agenda.

9:00 AM - 9:15 AM

Welcome + Opening Remarks
Speaker(s): Bryce Tiernan, Business Services Manager, San Diego Gas & Electric Company

The Chair will welcome attendees and kick-off the forum.

9:15 AM - 10:00 AM

Introductions + Current Challenges/Opportunities
Facilitator(s): Bryce Tiernan, Business Services Manager, San Diego Gas & Electric Company

Attendees will introduce themselves. You are encouraged to have camera on and share your name, company overview, general role within the organization, a recent win or current challenge, and/or one topic you want to discuss today.

10:00 AM - 10:15 AM


10:15 AM - 11:00 AM

Roundtable: Motivate, Train, Retain Employees
Facilitator(s): Heidi Bass, Premier Accounts Supervisor, Los Angeles Department of Water & Power

Come prepared to discuss:

  • How are you transferring/retaining institutional knowledge? What about succession planning?
  • Onboarding in remote world – what has been working well, lessons learned
  • How do you train new reps normally? How are you training them now?
  • What tools are you utilizing for training? Meetings?
    • Teams, skype, zoom etc.
  • Telecommuting
    • How are you supervising your team?
    • What about balancing home/work?
    • What about customer interactions? What are their expectations?
  • How do you build internal relationships remotely?
  • How are you dealing with challenges related hiring freezes or revenue shortfalls?
  • Hiring while remote – any successes or best practices to share?

11:00 AM - 11:45 AM

Roundtable: Metrics, KPI’s and the Key Account Role in 2021
Facilitator(s): Rick Edwards, Director – Community Connections, NorthWestern Energy, Nicole Hydzik, Manager of Energy Solutions & Efficiency, Avista Utilities

Come prepared to discuss:

  • Remote audits – lack of face to face, is the role of the KA manager being diminished if not out in person?
    • What other programs/tasks are you doing differently?
  • Metrics and KPIs and how they have changed and what it might look like leading into 2021. What metrics is your company using now? What is your plan for 2021?
    • If we can’t meet or need to limit face-to-face meetings, what goals should key accounts have?
  • What does the new normal look like for key customer management? What in-person meetings are allowed?
  • How will the Key Account role change in 2021 and after?
  • How are we measuring customer satisfaction for large customers?

11:45 Am - 12:45 PM


12:45 PM - 1:45 PM

Gas + Electric Breakout

Suggested Topics


  • Meter reads – when contactless isn’t possible?
  • Meter tech – what communication technology do your meters use? Especially for customers that want interval data.
  • Smart meter challenges
  • Fleet electrification
  • Developing rates (standby, supplemental, backup)
  • Facilities charges and rates for customers that are shutdown


  • Electrification
    • What’s the impact to gas customers?
    • How are you working with stakeholders (gov, policy, etc)?
  • Is business shifting away and are you tracking this data? If so, how?
  • EE Incentives
  • RNG Projects
  • Gas consumption data – what are your policies for sharing data with cities, jurisdictions, etc?

1:45 PM - 2:00 PM


2:00 PM - 2:15 PM

Gas + Electric Breakout Report

2:15 PM - 3:15 PM

Industry Topic Roundtable Discussion

Possible Topics:

  • Meeting climate goals – where are we now? What does the roadmap look like? What is the impact to customers of renewables and reduced thermal?
  • Economic development – brining back industrial and business customers. What will 2021 look like for economic development and key accounts?
  • Economic impacts to different customer segments – are you seeing any trends in your area? i.e. losing customers, late/no payments.
  • Are we seeing any reshoring or companies bringing jobs back?

3:15 PM - 3:30 PM

Wrap Up + Future Planning

Meet The Speakers

Bryce Tiernan

San Diego Gas & Electric Company

Business Services Manager

Heidi Bass

Los Angeles Department of Water & Power

Premier Accounts Supervisor

Rick Edwards

NorthWestern Energy

Director – Community Connections

Nicole Hydzik

Avista Utilities

Manager of Energy Solutions & Efficiency