Member Success Manager

Remote

Full Time

Mid Level

NRTC is Member Driven and Technology Focused – providing solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. NRTC’s solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated broadband, managed services, smart grid, mobile and video solutions. We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations.

Job Overview
Member Success Managers (MSMs) are responsible for managing a certain number of members within the NRTC customer base to ensure retention, satisfaction, as well as to renew contracts and to offer additional services and solutions. MSMs form relationships with members by managing the business relationship, researching and uncovering their needs and discussing new solutions and services to match needs to solutions.

The MSM will be responsible for maintaining and growing monthly recurring revenue (MRR) through contract renewal activity and product upsells through presentation of NRTC products and services not utilized or contracted for by existing NRTC customer base.

Responsibilities

Work collaboratively with Member Support Specialists and Project Managers to ensure smooth execution and onboarding of Member’s new or updated services.
Build and maintain strong relationships with assigned Members, establishing an advisory role and reliable point of contact. Ensure consistent engagement by establishing regularly schedule calls based on set cadence schedule. Work with members by proactively reaching out through various communication channels, including phone calls, emails, and meetings. Understand Member’s business goals, objectives, and challenges to recommend tailored solutions.
Develop account strategies with internal teams to ensure member satisfaction, retention, and growth.
As point of contact for assigned members, work collaboratively with Member Support Specialists and other product team members to resolve Member issues and address concerns promptly and effectively. Provide proactive information about items that will potentially affect the member – such as sharing information from the monthly contact ratio tracker.
In conjunction with Member Support Specialists and Solutions Engineers, drive higher member satisfaction through strategies for ongoing education and assistance.
Participate in regular meetings with internal teams from Help Desk, NOC, CrowdFiber and OpIntel to discuss outstanding member issues and opportunities. Work with Solutions Engineers to identify possible improvements to systems based on conversations and requests from Members.
Prepare and present regular account business/service reviews. Ensure that key staff members and executives are included. Work with Member Success Coordinators to gather key metrics and prepare presentations for the meeting.
Schedule and plan travel for Member visits and meetings.
Participate in regional/national shows. Schedule meetings with attending members. Generate leads for additional services to solve member business needs and increase member satisfaction.
Renew existing member contract. Offer additional services to match member needs. Work to maintain and/or increase existing monthly recurring revenue (MRR).
Create sales proposals using NRTC processes and work with the contract team to review and send service agreements to Members.
Maintain oversight of monthly activity of the member renewal funnel to track progress, forecast sales growth and meet or exceed established quotas. Utilize, update and maintain all tools provided, such as NetSuite, Proposify, Linked In, and Hubspot to track all member activity.
Prepares and maintains growth plans, opportunity plans and territory forecasts to include the measurable metrics and revenue projections.
Other duties as assigned

Qualifications
Knowledge, Skills, and Abilities

Knowledge of all NRTC Managed Services solutions and products.
Familiarity with the rural telecommunications and electric cooperative industries. Dedicated to NRTC’s mission, vision, and values.
Proven ability to establish and nurture relationships with diverse groups of people. Adaptability to handle changing client needs and priorities.
Collaborative mindset, working effectively within teams and across functions.
Strong computer skills, including knowledge and proficiency of MS Office applications.
Solid understanding of the principles of account management and sales.
Skilled in consultative selling, negotiation, and closing deals, with a focus on building strong member relationships and effective partnering.

Minimum Education and Experience

Bachelor's degree in Business or a related field
Three (3) years sales experience. Software and managed services sales experience preferred, with a focus on recurring revenue sales and consultative sales approach

An equivalent combination of education and experience may be considered.

Physical Demands

Up to 30% travel is required
Work to be done in an office setting or remotely

Disclaimer: The above job description summary is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of required responsibilities, duties, and skills. The order in which responsibilities, duties, and skills are listed is not significant.

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