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

 

About The Role:

We are looking for an experienced Enterprise Customer Relationship Manager (ECRM) to join our post-Sales Enterprise team. The ECRM will cultivate and manage customer relationships, focusing on growth and retention. The ECRM will partner closely with Nextiva’s Account Executives on account strategy and planning to deepen product usage, identify and implement new use cases, continuously deliver business value, close renewals, and drive growth.

The ECRM has experience with Sales, Marketing, and Enablement professionals, possesses a high degree of business acumen, and can identify and translate business value back to the customer. As a key member of our Account Management team, the ECRM must thrive in an environment that is highly collaborative and performance-driven.

What You'll Do:

• Serve as a trusted advisor to lead and manage relationships with our largest, most strategic customer accounts in the US and Canada
• Partnering with Account Executives to develop and execute on aggressive expansion
• strategies
• Develop and execute a strategy to drive value realization of the Nextiva platform, growth, and mitigate/remediate risk. This includes educating and leading internal, cross departmental resources from leadership down to ensure successful execution of our objectives
• Build and maintain relationships with key executives and stakeholders. Map out and navigate complex organizations to build new relationships as needed
• Represent the customer back to the business through clear communication and administrative updates to CRM, forecasting, and other key tools
• Produce regular customer health and status reporting and maintain exemplary Salesforce and Totango CRM hygiene
• Provide mentorship and coaching to peers as the Customer Relationship Management organization continues to grow
• Think creatively, own problems, seek solutions, and communicate clearly along the way
• Must be able to travel on-site at least monthly (up to 25%)

Your Background:

• 5+ years of experience leading Enterprise Customers (Full sales cycle and/or Growth quota carrying Account Management experience)
• Proven track record of selling and/or managing large, multi-product, multi-million dollar customers
• Experience managing a diverse set of customer stakeholders ranging from C-level to manager with 10+ stakeholders per account. Ability to establish new relationships where needed
• Experience interfacing closely with executive leaders and leading a diverse set of cross departmental internal stakeholders to execute account strategy
• Proven ability to stay organized, prioritize well, and manage time effectively in fast-paced, ever-changing environments
• Proven track record of successfully achieving NRR growth and renewal targets
• Demonstrated ability to successfully prospect into an installed customer base and successfully identify and solidify business and product value
• Ability to clearly articulate business value, impact, and ROI
• Ability to strategically plan with customers, mapping complex business objectives to product use cases
• Ability to effectively manage customer opportunities and risks
• A desire to improve your organization and those around you
• Strong executive presence
• Strong business acumen
• Ability to work independently as well as part of a team in a fast-paced, rapidly evolving environment
• Salesforce, Totango, Oracle, Atlassian experience preferred

Nextiva Core Competencies / DNA:

• Drives Results:  The successful candidate will be action oriented, with a passion for solving problems.  They will bring clarity and simplicity to ambiguous situations.  This individual will challenge the status quo; asking what we can do differently and finding ways to create