Mid-Market 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

 

How You’ll Change Our Customers’ Lives:

At Nextiva, our Mid-Market Customer Relationship Managers are the main point of contact for our clients after the sale. Nextiva offers UcaaS and CCaaS services to support our customer’s voice, video, collaboration, SMS, email and surveys needs. Nextiva helps businesses of all sizes access the information they need at the right time to provide amazing customer experiences and drive business results.  

The Day-to-Day:

• They use their in-depth knowledge of the client's industry, business processes, and products to increase the adoption and use of the company's products.
• They demonstrate how the product can help the customer achieve specific business results and get the most value from it.
• They might suggest specific solutions to help the customer. 
• They are responsible for identifying opportunities to generate more revenue from their clients, including upselling and cross-selling related products, as well as ensuring that clients renew their contracts.
• They also make sure that the best practices for product use are being followed.
• They may handle escalations and coordinate with different departments in the company.
• This role may or may not involve a sales incentive plan based on individual or team sales results.
• This is an individual contributor role.

Key Responsibilities:

• Maintain monthly recurring revenue for our most valued customers by employing proven strategies which 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 direct and verifiable 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 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

Competencies:

Oral/Written Communication, Strategic Perspective, Skilled Negotiation, Diagnostic Information Gathering, and A