Team Lead Account Management - Utility Accounts

The Team Lead, Utility Account Management at NISC is responsible for managing and coaching the Utility Account Management team, ensuring high-quality, personalized member experiences, and fostering team cohesion and best practices. The role involves significant member interaction, strategic development, and cross-team collaboration.

Location: Remote (US)

Responsibilities

• Use industry expertise and software knowledge to develop and advance Account Managers’ market approach and knowledge within the Utility and Multi-Service markets.
• Ensure Account Managers are familiar with products and updates.
• Advocate NISC’s strategy and culture among the Membership.
• Attend and present on various Member-focused topics at events.
• Facilitate a collaborative team through consistent methodologies and processes.
• Conduct regular weekly one-on-ones with each team member.
• Maintain accurate records of all team member interactions utilizing OneNote, Salesforce, ServiceNow, Smartsheet, and Microsoft 365.
• Manage clerical and daily administrative responsibilities (timesheets, expense reports, etc.).
• Identify high-impact Member issues and work across divisions to ensure NISC’s Membership is receiving high-quality service.
• Assist with Member challenges and questions, participate in calls as needed, and ensure the team is facilitating assistance for Members.
• Serve as a conduit between Account Managers, fellow Team Leads, and NISC projects and initiatives.
• Support internal and external communications related to NISC initiatives and Account Manager contributions.
• Educate the team regarding changes within the utility industry and market.
• Collaboratively and effectively work across teams and departmental leadership to accomplish goals and objectives.
• Engage in and support organizational activities and objectives.
• Demonstrate commitment to NISC’s Statement of Shared Values.
• Perform other duties as assigned.

Requirements

• Generally requires 10+ years of account management, product sales, and/or support experience at NISC or equivalent 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 organizations.
• Strong knowledge of the rural electric cooperative and municipal utility industry, including current events, trends, and challenges.
• Ability to understand the dynamics and issues related to the lifecycle of a Member’s IT solutions and effectively counsel them on opportunities for improvement.
• Strong negotiation and conflict resolution skills.
• Ability to identify and effectively resolve key issues with clients.
• Knowledge of industry IT standards, terminology, and typical utility work processes.
• Strong project management skills.
• Excellent writing, editing, communication, and interpersonal skills.
• Superior presentation skills for audiences of all sizes.
• Ability to coach, mentor, and develop team members.
• Ability to maintain the highest level of professionalism and ethical behavior.
• Commitment to NISC’s Statement of Shared Values.
• Ability to travel as necessary to meet the goals and objectives of the position.
• Experience with Salesforce.