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 in assigned territory for both traditional and non-traditional markets. This position will cover the territories of Alabama, Kentucky, Mississippi, and Tennessee.
Understand how NISC solutions impact TVA regulated utilities and proactively communicate software changes and updates to TVA Members in assigned territory. Develops and maintains strong, professional relationships with all existing Members/Customers
Regularly visits with Members/Customer sites in assigned territory utilizing a hybrid approach of virtual and onsite engagements
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:
Previous experience in the Tennessee Valley Authority (TVA) industry preferred
Generally, requires 10+ years of account management, product sales and/or support experience either at NISC or similar related experience
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
Bachelors degree in IT, CIS, marketing, business management or equivalent experience.
National Information Solutions Cooperative (NISC) is an information technology company that develops and supports software and hardware solutions for our Member-Owners who are primarily utility cooperatives and telecommunications companies across the nation. NISC is an industry leader providing advanced, integrated IT solutions for consumer and subscriber billing, accounting, engineering & operations, as well as many other leading-edge IT solutions.
At NISC, our focus is service excellence and innovative information technology solutions that enable our Member-Owners to excel in customer service, maximize diversification opportunities, and compete effectively in the changing utility and telecommunications industries..
Today, more than 20 million consumers in all 50 states, American Samoa, Palau, and Canada receive utility or telecommunications services from companies utilizing our advanced information technology systems. As a cooperative, NISC is owned by the users of our systems, our Member-Owners, providing an unparalleled working relationship and inside understanding on industry operations, changes and requirements. Our full complement of software and hardware solutions are... highlighted by innovations such as:
Internet bill payment and presentation
Graphical and mobile mapping systems
Activity costing systems
Energy deregulated billing
Telecommunications switch provisioning and many others
NISC and its subsidiaries employ more than 1,200 individuals in four cities (Lake Saint Louis, Mo., Mandan, N.D., Shawano, Wis. and Cedar Rapids, Iowa). Our staff represents a blend of seasoned professionals with in-depth knowledge of the telecommunications, energy and other utility industries along with talented technical engineers skilled in the most effective software development and delivery techniques. We are dedicated to providing quality service to our Members/Customers through unlimited phone support, online user documentation and knowledge bases, hands-on learning opportunities and site visits.