Member Success Manager

Summary

Join NRTC as a Member Success Manager (MSM) and play a crucial role in retaining and growing our customer base of 1,500 electric and telephone members. You will build strong relationships with members, understand their needs, and offer tailored solutions from our integrated broadband, managed services, smart grid, mobile, and video solutions portfolio. Responsibilities include managing monthly recurring revenue (MRR) through contract renewals and upsells, collaborating with internal teams, resolving member issues, and preparing account reviews. You will also participate in industry events, generate leads, and maintain accurate records using tools like NetSuite, Proposify, LinkedIn, and Hubspot. This position requires a Bachelor's degree, three years of sales experience (preferably in software and managed services), and strong communication and relationship-building skills. Up to 30% travel is required, and work can be done in an office setting or remotely.

Requirements

• 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
• Bachelor's degree in Business or a related field
• Three (3) years sales experience

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

Preferred Qualifications

• 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

Benefits

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