Account Manager - Broadband (Southeast Territory)

National Information Solutions Cooperative (NISC)•Cedar Rapids, IA

About The Position

NISC develops enterprise-level and customer-facing software solutions for energy cooperatives and communication organizations across North America. The Account Manager – Broadband is responsible for building and managing relationships with existing Members/Customers and maintaining a high level of engagement through communication, interaction, and onsite visits within the assigned Southeast territory: Arkansas, Tennessee, Kentucky, Mississippi, Alabama, Georgia, Florida, South Carolina, North Carolina, and Virginia. The position reports to the Broadband Team Lead, Account Management. The role supports Member/Customer satisfaction and effective use of NISC products and services by monitoring issues and support cases, coordinating training and other resources, and sharing information and solutions that help Members optimize their purchased offerings. The Account Manager also maintains accurate interaction and account records, keeps current on NISC solutions, and represents NISC at relevant conferences, trade shows, and industry forums. Travel is required as often as necessary to meet the position’s goals and objectives.

Requirements

Generally, 10 or more years of account management, product sales, and/or support experience at NISC or similar related experience.
Exceptional customer relationship management skills.
Ability to establish credibility and project executive presence when interacting with current and prospective Members/Customers and industry representatives at all organizational levels.
Strong knowledge of the rural electric cooperative and municipal utility industry, rural broadband industry, and related current events and trends.
Ability to understand issues related to the life cycle of a Member’s IT solution and counsel Members on potential improvement opportunities.
Strong negotiating skills.
Ability to identify and effectively resolve key issues with clients.
Knowledge of industry IT standards, terminology, and typical work processes.
Project management skills.
Excellent writing, editing, communication, and interpersonal skills.
Superior presentation skills for audiences of all sizes.
Experience with Salesforce, ServiceNow, and Office 365.
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 position’s goals and objectives.
Ability to see and communicate; regularly maintain a stationary position, move, and operate computer keyboards or office equipment. Reasonable accommodations may be made for individuals with disabilities.

Responsibilities

Proactively communicate requirements to Members in the assigned territory.
Develop and maintain strong, professional relationships with existing Members/Customers.
Regularly visit Member/Customer sites in the assigned territory for onsite engagement.
Engage existing Members/Customers to assess satisfaction and ensure timely resolution of issues.
Maintain accurate records of Member interactions, proposals, and negotiations using Salesforce, ServiceNow, Smartsheet, and Office 365.
Maintain current knowledge of NISC solutions and services.
Update databases, including Salesforce and ServiceNow, with current Member/Customer organizational profiles, product and service utilization, and satisfaction information.
Attend conferences and trade shows as appropriate to promote NISC solutions to current and prospective Members/Customers.
Participate as appropriate in industry association forums, councils, and conferences.
Review Members’ use of NISC solutions and satisfaction, and seek to remedy issues by providing support or training.
Provide information and solutions that facilitate Members’ full utilization and optimization of purchased NISC products and services.
Monitor support cases and requests for assigned Members and coordinate prioritization to maximize NISC’s responsiveness.
Assess Members’ training needs and coordinate resources.
Perform other duties as assigned.