Enterprise Customer Relationship Manager

Redefine the future of customer experiences. One conversation at a time.

We’re changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.

Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.

If you’re ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you’re in the right place. 

Build Amazing - Deliver Amazing - Live Amazing - Be Amazing

 

The Enterprise Customer Relationship Manager serves as the primary post-sale point of contact for Enterprise Nextiva clients/customers. Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold, and technical expertise to drive and increase adoption and utilization of company products. Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s). May recommend specific solutions to achieve customer’s desired result.

Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products, accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support. May or may not be on a sales incentive plan that is based on individual and/or team sales results (e.g., revenue, bookings, unit sales). This is an individual contributor role.

Key Responsibilities

• Responsibility for strategic/Enterprise customer retention to alleviate customer churn
• Single point of contact for service activities and ensuring consistent and prompt communication
• Serving as an escalation point for issues impacting customer satisfaction and success and working with internal teams to drive resolution
• Maintain monthly recurring revenue for our most valued customers by employing proven strategies that drive product adoption
• Single point of contact for service activities and ensuring consistent and prompt communication
• Serving as an escalation point for issues impacting customer satisfaction and success and working with internal teams to drive resolution
• Driving portfolio growth through cross-sell/upsell and contract re-terms
• Quarterback internal and external initiatives through strategic account plans, customer business reviews, and cross-functional partnerships with sales, support, professional services, product management and other teams
• Developing and maintaining long-term relationships from the C-suite level down to achieve customer satisfaction
• Analyze health metrics and provide leadership and/or execution of adoption and retention plays through both internal and external resources
• Effectively employ multi-channel communication strategies that 
• organically via stakeholder consultations and proactively addressing renewal risk
• Represent the voice of the customer within Nextiva, serving as the customer advocate cross-functionally and closing the loop with the customer with result

 Qualifications

• 3-5+ years of direct and verifiable Enterprise account management experience
• Proven track record of success with a verifiable history of exceeding growth and customer satisfaction goals
• Driven by personal, team, and company achievement with a commitment to excellence
• Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality
• Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness
• Solution-oriented mindset to understand and solve complex customer issues
• Strong communication skills – written and verbal – with an understanding of situational best practices
• Excellent presentation skills – from small to large audiences
• Ability to lead, manage, or influence both internal Nextiva resources as well as customer resources to achieve successful outcomes
• Experience in Video, Contact Center, or Web Collaboration desired
• BS or equivalent education and relevant experience

Nextiva Core Competencie