Director, Client Engagement
Quantum Health
Job Level
Mid-LevelSenior
About the role
- Reports to the Team Lead of Account Management and serves as the single point of contact for assigned Utility/Energy Members.
- Establishes and manages relationships, ensuring consistent communication and engagement with Members across North Dakota, South Dakota, and Nebraska.
- Visits assigned Members onsite annually and provides timely written Member Summary reports to NISC leadership.
- Ensures action items are clearly communicated and addressed internally and with Members.
- Influences Member satisfaction and loyalty and proactively recommends services and solutions (upsell products) to anticipated Member needs.
- Communicates value proposition of NISC solutions across the enterprise and maintains up-to-date knowledge of NISC solutions and services.
- Proactively builds relationships with business partners at industry events, presents 30–60 minute NISC updates, and attends conferences and trade shows to promote solutions.
- Maintains accurate records of all member interactions, proposals, and negotiations using SalesForce, Service Now, Smartsheet, Office 365, and OneNote; updates databases with organizational profiles, utilization, satisfaction levels, etc.
- Demonstrates leadership internally to mitigate Member issues, may lead internal projects, speak at industry events, and serve as backup to the Team Lead.
Requirements
- 5+ years of account management, product sales, product management, support and/or implementation experience with NISC solutions is preferred and leadership experience is a plus.
- Exceptional customer relationship management skills.
- Ability to establish credibility and project an executive presence to interact effectively with current and prospective Members and industry representatives at all levels of their organization.
- Strong knowledge of the rural electric cooperative, municipal utility industry and/or 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 Members on potential opportunities for improvement.
- Ability to identify and effectively resolve key issues with Members.
- Knowledge of the industry IT standards, terminology, and typical work processes.
- Basic understanding of effective project management.
- 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 marketing, business management or equivalent experience.
