Account Manager - Broadband (Midwest/Northeast Territory)

As an Account Manager - Broadband at NISC, your primary responsibilities include building and maintaining strong relationships with Members and Customers in the Midwest and Northeast territories. You will proactively communicate requirements, visit customer sites, engage to ensure satisfaction, maintain accurate records using tools like SalesForce, and attend industry conferences. Your role will also involve assessing Members' needs for training and providing solutions to optimize their use of NISC’s products.

To qualify for the Account Manager - Broadband position at NISC, candidates generally need at least 10 years of relevant experience in account management or product sales. Exceptional customer relationship management skills, strong negotiation capabilities, and a solid understanding of the rural broadband industry are vital. Familiarity with tools such as SalesForce and Office 365 is also beneficial, along with excellent interpersonal and communication skills.

The Account Manager - Broadband plays a crucial role in maintaining high levels of member engagement, which directly contributes to NISC’s success. By proactively addressing Member needs, resolving issues, and providing training on our solutions, you help ensure customer satisfaction and loyalty. Additionally, your insights on industry trends and member feedback can drive continuous improvement in our services and enhance our reputation in the marketplace.

In the Account Manager - Broadband role at NISC, you will regularly use various platforms such as SalesForce for customer relationship management, Service Now for support case management, and Office 365 for documentation and communication purposes. Familiarity with these tools will help you track member interactions, manage ongoing negotiations, and keep updated records efficiently.

As an Account Manager - Broadband at NISC, travel is an essential part of the job. You will be required to visit Member and Customer sites frequently within the assigned Midwest and Northeast territories, including states like Pennsylvania and Vermont. This travel is crucial for building relationships, understanding member needs firsthand, and ensuring satisfaction with NISC services.

When discussing how to build relationships, emphasize the importance of empathy, clear communication, and regular engagement. Share specific examples from past roles demonstrating how you proactively reached out to customers to understand their needs and how that improved satisfaction.

In your response, detail the steps you took to understand the issue, the actions you implemented to resolve it, and the final outcome. Highlight how your problem-solving skills and commitment to customer service led to a positive resolution.

Discuss tailored communication strategies, regular check-ins, and a proactive approach to identifying future needs. Emphasize your commitment to understanding the client's business and how it aligns with ensuring their satisfaction with services.

Mention your methods for staying informed, such as following industry news, participating in professional forums, attending trade shows, or networking with other professionals in the broadband and utilities sectors. This shows your dedication toward continuous learning.

Provide specific examples of how you've used CRM tools in previous roles, focusing on your ability to manage customer records, track interactions, and leverage data to enhance customer relationships and drive sales.

Outline your organizational skills and any tools or techniques you use for managing multiple accounts effectively, such as prioritization based on urgency and importance, and creating schedules for visits and follow-ups.

Share your enthusiasm for building relationships, solving problems, and guiding customers to success. Reflect on how seeing a client thrive due to your support fuels your motivation.

Talk about how you leverage surveys, direct communication, and follow-up conversations to gauge client satisfaction and needs. Discuss how you implement feedback into your service delivery process.

Explain the importance of active listening, empathy, and prompt resolution. Detail a methodical approach to addressing their concerns, taking responsibility, and working towards a solution that satisfies the client.

Emphasize your commitment to keeping precise and timely records using CRM platforms like SalesForce and Service Now. Mention best practices such as documenting interactions right after meetings or follow-ups to ensure accuracy.