About the role
About NISC
NISC develops and implements enterprise-level and customer-facing software solutions for over 1200+ energy cooperatives and communication organizations across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality-driven and valued-priced. We exist to serve our Members and help them serve their communities through our innovative software products, services and outstanding customer support. We are an AI-forward company committed to being a technology leader in our industry.
Position Overview
This position reports to the Broadband Team Lead, Account Management, and has significant contact with existing Members/Customers. Responsible for building and managing relationships while maintaining a high level of member/customer engagement through interaction, communication and traveling onsite to member/customer locations within the assigned territory of the Southeast Territory. Southeat Territory included the following states: Arkansas, Tennessee, Kentucky, Mississippi, Alabama, Georgia, Florida, South Carolina, North Carolina, Virginia.
Essential Functions
- Proactively communicate requirements to the Members in assigned territory.
- Develop and maintain 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 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
- Experience with SalesForce, Service Now, 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 goals and objectives of the position
Minimum Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this position, employees must be able to see and communicate. Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.
Disclaimer
Management may modify this job description by assigning or reassigning duties and responsibilities at any time.