Team Lead Account Management - Utility Accounts
WFA Digital Insight
As the demand for personalized customer experiences continues to grow, with 43% of companies prioritizing customer experience in 2025, roles like Team Lead Account Management are in high demand. With over a decade of experience in account management and a strong understanding of the utility industry, candidates can stand out in this competitive job market. NISC's commitment to delivering high-quality technology solutions and services makes it an attractive company for those looking to make a difference. Before applying, candidates should be aware of the importance of balancing team leadership with direct member interaction and the need for exceptional customer relationship management skills.
Job Description
About the Role
The Team Lead, Utility Account Management, plays a pivotal role in ensuring NISC's members receive a personalized and high-quality experience. Reporting to the Manager, Account Management, this position involves managing and coaching a team of account managers responsible for members in the Western United States. The successful candidate will have a strong background in account management, preferably within the utility industry, and experience with Salesforce and Excel.The role entails creating an atmosphere that fosters team cohesion, consistency in processes, and the implementation of best practices. It also involves significant member interaction, including resolving complex issues and ensuring members receive outstanding support. As a team lead, the ability to coach, mentor, and develop team members is crucial.
What You Will Do
- Develop and advance account managers' market approach and knowledge within the utility and multi-service markets
- Ensure account managers are familiar with NISC's 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 environment through consistent methodologies and processes
- Conduct regular weekly one-on-ones with each team member
- Maintain accurate records of all team member interactions utilizing tools like OneNote, Salesforce, ServiceNow, Smartsheet, and Microsoft 365
- Manage clerical and daily administrative responsibilities
- Identify high-impact member issues and work across divisions to ensure high-quality service
- Assist with member challenges and questions, participate in calls as needed
- 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
What We Are Looking For
- 10+ years of experience in account management, product sales, and/or support, preferably within the utility industry
- Exceptional customer relationship management skills
- Ability to establish credibility and project an executive presence
- Strong knowledge of the rural electric cooperative and municipal utility industry
- Ability to understand the dynamics and issues related to the lifecycle of a member's IT solutions
- 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
Nice to Have
- Experience with Salesforce and Excel
- Familiarity with OneNote, ServiceNow, Smartsheet, and Microsoft 365
- Previous experience in a team lead or management role
Benefits and Perks
- Opportunity to work with a leading provider of technology solutions to the utility industry
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible remote work arrangements
- Access to the latest tools and technologies
- Competitive compensation package
- Comprehensive health and wellness benefits
- Generous paid time off policy
How to Stand Out
- Ensure your resume highlights your experience with Salesforce and Excel, as well as any other relevant tools or software.
- Be prepared to provide specific examples of your account management experience and how you've handled complex member issues.
- Showcase your ability to coach and mentor team members, and highlight any relevant leadership experience.
- Research NISC's products and services to demonstrate your understanding of the company's offerings and how they benefit members.
- Prepare questions to ask during the interview, such as what a typical day looks like in the role or how the company approaches professional development.
- Consider creating a portfolio that showcases your accomplishments and the impact you've made in previous roles.
- Don't be afraid to negotiate salary or benefits if you feel they don't align with your experience and qualifications.
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