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Toronto Hydro

Large Customer and Key Accounts Consultant

Toronto, ON, Canada

Expected Salary Range: $100943 - $126179 Annually

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Job details

Pay: Expected Salary Range: $100943 - $126179 Annually
Apply by: Oct 31, 2026
Experience: 5-7 years of relevant professional electrical utility industry experience (A combination of post-secondary education and Toronto Hydro experience may be considered)
Posting language: English
Posted: Oct 1, 2026

Original job description

Expected Salary Range: $100943 - $126179 Annually

Target Variable Performance Pay: 10%

The salary range shown above reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.

Reporting to the Manager, Customer Energy Management, the Large Customer and Key Accounts Consultant is responsible for balancing and managing strategic relationships with our large customers, key accounts, and developers. The incumbent will be tasked with devising innovative solutions that align with distribution and customer requirements. The Large Customer & Key Accounts Consultant will act as a liaison between the utility and the customer. This can include responding to customer outages, billing concerns, vault access issues, internal coordination for the net-zero and decarbonisation initiatives by customers, overseeing customer connections projects, and supporting process revisions, communicating the utility’s needs to the large customer base, or ensuring that customers are aware of impactful items in a proactive manner. This also includes collaborating with various external organizations such as the Ministry of Energy, Independent Electricity System Operator, Ontario Energy Board, and other Local Distribution Companies.

This posting is for an existing vacancy.

KEY RESPONSIBILITIES:

Acts as a member of the Customer Energy Management & Partnerships team to support the ongoing delivery of corporate and team objectives. Updates senior leaders on any industry trends, shifts in customer business demands, and any emerging and evolving issues.
Proactively manages relationships between THESL and assigned large customers and key accounts through data-driven planning. Provides a superior customer experience by identifying customer business needs and objectives, executing targeted outreach, monitoring customer performance and industry trends, and maintaining a meeting cadence that supports a proactive engagement model.
Acts as a single point of contact to address and respond to customer service inquiries and escalations with respect to their interactions with Toronto Hydro including but not limited to power quality/reliability, billing, rates, new service connections/expansions, climate advisory services and Ontario Energy Board/Ministry of Energy/IESO programs.
Maintains effective relationships with assigned large customers and key accounts and key internal and external stakeholders; critically assesses feedback from customers, including regulators and other stakeholders, to ensure that internal business processes are responsive to customer needs.
Addresses customer concerns by working with internal stakeholders to minimize impacts. Communicates messaging compliant with regulatory and disclosure requirements. Recommends areas of service improvements and provides data required to support recommendations, investment decisions and key account program development.
Reports and maintains records of customer interactions and data with quality, timeliness and accuracy using a Customer Relationship Management (CRM) system, dashboards, and/or other systems/tools. Provides analysis and insight into customer behaviours to support management decision making, and shares with team members as relevant to ensure alignment.
Supports key account outage management through the key account and government relations process, providing direct (proactive and reactive, including after hours) support to key accounts during power outage events, as required.
Provides support to other THESL departments in executing planned and reactive work by arranging load transfers, co-generation curtailment and planned outages by communicating and coordinating with large customers, key accounts and developers.
Ensures consistent application of regulatory requirements as they apply to key accounts. Keeps customers or representatives abreast of current information affecting their account, rates, billing options, supply options, IESO and THESL programs.
Provides inputs in developing new marketing and promotional initiatives and collaborates with the Media and Public Relations team on special events and communications; prepares and delivers presentations to internal and external stakeholders to support the key account program.

REQUIREMENTS:

University degree (Bachelor of Technology, Business, Engineering)
5-7 years of relevant professional electrical utility industry experience (A combination of post-secondary education and Toronto Hydro experience may be considered)
Knowledge of how large customers utilize electricity services, including reliability, resilience, electrification, rates, etc.
Customer-centric approach to key account management
Strong strategic negotiation and facilitation skills
Good technical understanding of electrical power distribution and operational constraints and issues
In-depth knowledge of the electricity distribution system, co-generation, metering, rates, net-zero initiatives, conservation and demand management, usage and billing of commercial and industrial customers
In-depth knowledge of the electricity market including MOE, IESO and OEB roles and programs
Program or project management experience is an asset
Excellent knowledge of MS Office Suite and data management, reporting and analysis systems, e.g. CRM, Excel, Tableau, SQL, Power BI
Ability to manage customer service targets and Key Performance Indicators (KPIs)
Excellent verbal/written communication skills, strong presentation skills
Excellent critical thinking, teamwork skills, and can manage inter-departmental tasks

TOTAL REWARDS

To support the overall well-being and success of our employees, Toronto Hydro provides a comprehensive total rewards package which includes:

100% employer paid Health & Dental benefits
24/7 access to Employee & Family Assistance Program and Virtual Healthcare
Company-paid life insurance and long term disability
Spending account to support fitness goals (e.g. gym memberships)
Competitive paid time off (including vacation and parental leave)
Defined Benefits Pension Plan through OMERS
Career development and tuition reimbursement
Exciting employee engagement and appreciation events throughout the year

This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office.

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process. As part of this, artificial intelligence (AI) systems may be used to assist in screening, assessing, or selecting applicants for this position. These tools are used in combination with human decision-making to ensure fairness and consistency.

ACCESSIBILITY AND APPLICATION SUPPORT

Toronto Hydro is committed to fostering an inclusive and accessible recruitment process. Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email hr_talent@torontohydro.com or call (416) 542-8000. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.

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More about this job

Responsibilities

The consultant manages strategic relationships with large customers and key accounts, acting as a primary liaison for billing, outages, and service connections. They also collaborate with internal and external stakeholders to support decarbonization initiatives and ensure regulatory compliance.

Requirements

Candidates must hold a university degree in Technology, Business, or Engineering and possess 5-7 years of relevant professional electrical utility experience. Strong technical knowledge of power distribution, electricity markets, and data management systems is required.

Skills

Account management
Strategic negotiation
Facilitation
Data analysis
Project management
Electrical power distribution
Regulatory compliance
Technical communication
Presentation skills
Critical thinking
Teamwork
MS Office Suite
Tableau
SQL
Power BI

Benefits

Health and dental benefits
Employee and family assistance program
Virtual healthcare
Life insurance
Long term disability
Fitness spending account
Paid time off
Defined benefits pension plan
Tuition reimbursement

Visa sponsorship

Not detected in the job text

Keywords

Customer Energy Management
Key Accounts
Electrical Utility
Decarbonization
Net-zero
Power Quality
Reliability
Billing
Rates
IESO
OEB
CRM
Data-driven planning
Outage management
Co-generation
Metering
Conservation
Demand management
KPIs
Stakeholder management
Regulatory requirements
MS Office
Tableau
SQL
Power BI
Project management
Strategic negotiation
Climate advisory
Infrastructure
Energy distribution

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