Team Lead Account Management - Utility Accounts

NISC specializes in developing and deploying enterprise-level and customer-facing software solutions for over 900 utilities and telecoms across North America. Our mission is to deliver technology solutions and services that are Member and Customer focused, quality driven, and value priced. We exist to serve our members and help them serve their communities through our innovative software products, services, and outstanding customer support. 

The Team Lead, Utility Account Management reports to the Manager, Account Management. This position is responsible for managing and coaching the Utility Account Management team responsible for Members in the Western half of the United States. 

As the Team Lead of Utility Account Management, you will be responsible for creating an atmosphere that ensures NISC’s Members experience an ongoing, high-quality, personalized experience. As an effective team leader, you will ensure team cohesion, consistency of processes, and the review and implementation of best practices. This position includes a significant level of Member interaction, Member ownership, and direct participation in more complex work assigned to the team. 

Essential Duties 

• Use industry expertise and software knowledge to develop and advance Account Managers’ market approach and knowledge, specifically 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 as needed. 
• 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. 

Knowledge, Skills & Abilities Preferred 

• 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. 

Education Preferred 

• Bachelor’s Degree in a business-related field or equivalent experience.