Key Accounts Certificate Program: Cohort Group

Virtual Cohort Course: June 30-Aug 4, 2026

Timing

Fast-track your way to certification by joining a cohort group that will work through the on-demand Key Accounts Certificate Program curriculum together over a five-week timeframe (June 30-Aug. 4). Benefits include three live webinars (July 14, 21, 28) to reinforce and workshop concepts, provide peer networking opportunities and new tips and tools to apply immediately.

What's involved?

Complete 20 online modules in five weeks—the core curriculum of APPA’s Key Accounts Certificate Program (average module length is 20 min.)
Attend three live, instructor-led webinars: Take a deeper dive into key concepts, participate in skill-building exercises, receive additional tips and tools to help apply what you’ve learned, ask questions, share experiences, and develop a learning community with your peers. Webinars are hosted on Zoom from 2-3:30 pm ET.

What’s the benefit of attending the cohort offering?

No additional cost—same price as the in-person and the self-paced, on-demand KACP options but with added content, practical applications, takeaways, and access to online content for a year
Real-time interaction with the instructor, plus networking opportunities with industry peers
A built‑in learning community where you can exchange questions, experiences, and best practices
Extra motivation, structure, and support to help you complete the program efficiently and earn your certification sooner

What technology platforms will I need to access?

The 20 on-demand curriculum modules are provided on the Teachable platform (no downloads necessary)
The three, live webinars will be held on the Zoom Meeting platform
Access information and next steps will be provided after you register

What course materials will I receive?

All materials are provided digitally for easy access, printing, and downloading. These include:

Access beginning June 30 to the Teachable web‑based platform, where you can view all 20 video modules and the accompanying instructor presentations
Course workbook and digital APPA Key Accounts Field Manual
Complimentary Key Account Bundle (printed publication and workbook) available to certificate registrants at check out
Bonus materials and videos
Recordings and handouts from the three, live webinars

Key Accounts Certificate Program Description

Discover how to strengthen and grow the businesses in your community while enhancing your utility’s reputation and revenue. Commercial and industrial key accounts require focused, strategic attention—and the Key Accounts Certificate Program is designed to help you build strong relationships rooted in trust and loyalty. Whether you’re launching a new utility key accounts program or elevating an existing one, this curriculum equips you with the skills, knowledge, and practical tools needed to succeed. Participants learn from real world examples and gain access to templates and resources they can immediately apply on the job.

Program Requirements

To earn this certificate, participants must complete the following requirements within one year:

1. Finish the required curriculum (three courses presented in 20 recorded modules) - view "Curriculum Details" tab below for detailed descriptions

Implementing a Customer-Focused Key Accounts Program
Developing Your Key Accounts Representative
The Effective Key Accounts Toolbox

2. Pass an online exam

Includes 100 multiple choice questions, based on the curriculum. Testing is progressive and built into the on-demand platform. You must score at least a 75% to pass each of the three test sections.

3. Submit a customer action plan

Apply the knowledge you learned by developing a customer action plan (CAP) to demonstrate how your utility plans to address the needs of a selected account. You’ll receive plan guidelines, templates, and sample grading sheets that outline what is expected in each section during class.

Recommended for

Public power key account managers and representatives. It is also highly beneficial for utility staff involved in key accounts, including those working in customer service, business development, account management, and community relations. Supervisors, managers, and leaders responsible for developing or supporting key accounts programs will gain valuable insights, as will utility professionals seeking to strengthen relationships with large commercial and industrial customers.

Timeline

Attendees must complete the program requirements within one year of either signing up for the virtual option or within one year of taking the in-person courses.

Completion Options

This program is also held in-person once a year and can be delivered directly at your organization through APPA's in-house training program.

Program Level / Prerequisites / Advance Preparation

Basic Level: No prerequisites; no advance preparation

About the Instructor

Erick Rheam, President, Team Rheam Productions
Erick is a consultant, speaker, instructor, and author specializing in utility key accounts, leadership, and human dynamics. He has been involved in working at and with public power utilities for over 25 years, bringing deep expertise to his work with utilities, businesses, and professional organizations.

He delivers keynote presentations, in-depth education courses, and management consulting to utilities and industries nationwide, while also serving as head instructor for The Speaker Lab’s Master Speaker Program. Erick co-authored APPA’s Key Accounts Field Manual: A Guide for Public Power Professionals, authored the APPA Advanced Key Accounts Field Manual, and wrote his own book, Rise Above Chaos: The Five Principles to Discover Significance and Live in Peace.

Previously, Erick was Vice President of Business Development at Automated Energy, Inc., where he partnered with utilities across the country to deploy energy efficiency solutions and green technologies. He also led customer relations for the City of Loveland Water & Power, building award-winning key account programs that strengthened business relationships and improved customer service.

Erick began his career in public service as a Key Accounts Coordinator for the City of Anderson, IN, and served as a U.S. Army Military Police Officer, leading platoons and managing battalion logistics during deployments in Bosnia-Herzegovina and Germany. His diverse background in leadership, utility management, and military service informs his mission to help professionals discover significance and achieve success.

Curriculum Details

The three-course curriculum is delivered though 20 on-demand modules.

Course #1: Implementing a Customer-Focused Key Accounts Program (modules 1-9)

Effective key accounts program management is vital for delivering strong customer service and supporting community growth. Learn the core elements of building and managing a successful key accounts program. Discover how to identify key accounts, demonstrate their value to your utility, gain internal and external buy in, and set measurable program goals. The curriculum also addresses financial and resource considerations, along with practical steps for preparing, launching, and sustaining your program.

Topics

Identify key accounts and understand their value to the utility
Determine financial, budgetary, and resource needs
Conduct customer research to assess needs and expectations
Secure buy in from leadership, colleagues, and the business community
Develop clear, measurable program goals
Launch a new key accounts program
Apply the four phases of program development
Refresh and strengthen an existing key accounts program

Course #2: Developing Your Key Accounts Representative (modules 10-14)

A strong key accounts program depends on skilled representatives who can build strategic, trust based relationships with your most important customers. This course focuses on the core skills needed for effective account management and customer engagement.

Learn the traits of successful key accounts representatives, how to build an effective team, and techniques for creating strong customer relationships. Discover the human dynamics behind successful key accounts work, apply tools like the 3x3x3 Relationship Rule, and develop strategies to stay organized, overcome common challenges, and support the growth of key account relationships.

Topics

Identify the traits of a successful key accounts representative
Build and structure an effective key accounts team
Strengthen relationships between key account staff and customers
Set clear, account specific goals and strategies
Create action plans for customer meetings and operational problem solving
Lead productive on site customer meetings
Apply effective communication and follow up practices
Use practical tips to stay focused and organized

Course #3: The Effective Key Accounts Toolbox (modules 15-20)

As competition grows in the public power sector, utilities need effective tools to strengthen relationships with key business customers. This course gives key account staff practical resources to understand customer challenges, offer tailored solutions, and add value through stronger, more strategic engagement.

Learn how to assess your standing with customers. how to evaluate key accounts tools, gain buy in for new resources, identify the elements of a successful annual meeting, and complete the steps needed to build a customer action plan that supports long term program success.

Topics

Assess your current relationship status with key customers
Use customer relationship management tools and surveys to measure and strengthen engagement
Plan and facilitate an effective annual key accounts meeting
Harness the impact of customer advocacy
Review and evaluate emerging key accounts tools and program models
Collaborate with internal departments, power suppliers, associations, and joint action agencies
Develop and refine your own customer action plan

Registration

Registration Fees

$2,800 for members
$5,600 for nonmembers

Not a member? Join today and save on your conference registration or contact Membership@PublicPower.org.

Group Discount

We offer discounted group pricing if you have five or more attendees. Contact Academy@PublicPower.org for details.

Registration Help

Check out our Registration FAQs for answers to the most common questions and help with all your registration-related issues.

Cancellation Policy

Cancellations must be made in writing to Registration@PublicPower.org prior to June 30. Refunds will not be provided after attendees have logged into the course.

Questions?

Contact Academy@PublicPower.org

Additional Information

Format and Log-In Information

The 20 on-demand modules (which make up the course curriculum) are accessed on the Teachable platform (web based; no downloads required).
- You’ll receive log in credentials and access information on June 30.
The three, live webinars will be hosted on the Zoom meeting platform (July 14, 21, 28 from 2-3:30 pm ET).
- You’ll receive log in credentials the day before each webinar from the APPA Academy <no-reply@zoom.us>. Please reach out to Academy@PublicPower.org if you do not receive that email.
- Webinars will be recorded and are automatically sent to registrants.

Webinar Technology Requirements

Zoom Meeting Application: Attendees are required to have strong Internet access, in order to run the Zoom meeting platform. Please see below for more information on downloading the Zoom Web Client.
Audio/Webcam: You will need to enable computer audio to listen and speak (alternatively a call-in number will be provided) and you will also need a webcam, so you can fully engage in the small group breakout sessions and group discussions.

New to Zoom?

If you haven't participated in a Zoom meeting before, please download the Zoom web client from the Zoom Download Center. This will enable you to access all of the Zoom tools and functionality vs. using the web version. Then, visit Zoom.us/test to ensure you are able to join a meeting.

If you are not able to download the Zoom web client, you can still participate via your Internet browser. We recommend using Chrome for the best results.

Privacy and Security

The American Public Power Association takes your privacy and security very seriously. For this reason, we have put the following security measures in place for the webinars: