Account Manager - Broadband (Midwest/Northeast Territory)

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 Midwest and Northeast. The Midwest/Northeast Territory will include Michigan, Indiana, Illinois, Missouri, Ohio, Pennsylvania, New York, Vermont, Maine, and New Hampshire.  

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 
• 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