Account Manager

This position reports to the Team Lead, Account Management, and has significant contact with existing Members/Customers. Responsible for creating and managing relationships and maintaining a high level of interaction and communication with existing Members/Customers.  Responsible for the development and engagement of Member/Customer Relationship activities for NISC Utility Members assigned territory for both traditional and non-traditional markets. This position will cover East Coast territories.

Essential Functions:

• Proactively communicate requirements to the Members in the assign territory.
• Develops and maintains strong, professional relationships with all existing Members/Customers
• Regularly visits with Members/Customer sites in assigned territory with an onsite engagement/visit
• Actively engages existing Members/Customers to ensure satisfaction and timely resolution of issues
• Maintains accurate records of all member interactions, proposals, and current negotiations, utilizing SalesForce, Service Now, Smartsheet and Office 365
• Maintains an up-to-date knowledge of the NISC solutions and services we provide to Members/Customers
• Updates appropriate databases including SalesForce and Service Now.com with current Members/Customers regarding organizational profile, product and services utilization, satisfaction levels, etc.
• Attends conferences and trade shows as appropriate to promote NISC‘s solutions to current and prospective Members/Customers
• Participates as appropriate in industry association forums, councils, and conferences
• Proactively reviews the Member’s use of NISC’s solutions and related satisfaction and seeks to remedy issues and problems by providing support or training
• Provides information and solutions to Members to facilitate their full utilization and optimization of the NISC products and services purchased
• Monitors support cases and requests for all assigned Members and coordinates appropriate prioritization that will maximize NISC’s responsiveness to Members
• Assesses the Member’s need for additional training and coordinates resources
• Other duties as assigned

Desired Job Experience:

• Generally, requires 10+ years of account management, product sales and/or support experience either at NISC or similar related experience
• Exceptional customer relationship management skills
• Ability to establish credibility and project an executive presence to interact effectively with current and prospective Members/Customers and industry representatives at all levels of their organization
• Strong knowledge of rural electric cooperative and municipal utility industry, rural broadband industry and related current events and trends
• Ability to understand the dynamics and issues related to the life cycle of a Member’s IT solution and effectively counsel them on potential opportunities for improvement.
• Strong negotiating skills
• Ability to identify and effectively resolve key issues with clients
• Knowledge of the industry IT standards, terminology, and typical work processes
• Project management skills
• Possess excellent writing, editing, communications and interpersonal skills
• Possess superior presentation skills to audiences of all sizes
• Ability to maintain the highest level of professionalism and ethical behavior
• Commitment to NISC’s Statement of Shared Values
• Ability to travel as often as necessary to meet the goals and objectives of the position
• Experience with SalesForce, Service Now, and Office 365