Director, Enterprise Customer Relationship Management

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

We are seeking a dynamic and experienced Director of Enterprise Account Management to lead our team of Enterprise Customer Relationship Managers. This role is pivotal in ensuring the success and satisfaction of Nextiva's largest and most strategic customers. The ideal candidate will have a proven track record in account management, exceptional leadership skills, and the ability to present executive business reviews to strategic customers in person. This position requires frequent travel to meet with clients and ensure their needs are met.

Key Responsibilities:

• Leadership and Oversight: Manage and mentor a team of Enterprise Customer Relationship Managers, providing guidance, support, and professional development opportunities. Foster a collaborative and high-performance culture within the team.
• Team Development: Recruit, train, and develop Enterprise Customer Relationship Managers, ensuring they have the skills and knowledge to effectively manage customer relationships and drive business growth with their base.
• Performance Management: Set clear performance expectations for the team, conduct regular performance reviews, and provide constructive feedback to help team members achieve their goals.
• Customer Relationship Management: Build and maintain strong relationships with our largest customers/partners, ensuring their satisfaction and loyalty.
• Executive Business Reviews: Prepare and present comprehensive business reviews to executive teams of our largest customers, highlighting key performance metrics, strategic initiatives, and areas for improvement.
• Strategic Planning: Develop and implement account management strategies that align with the company's goals and objectives.
• Travel: Frequently travel to meet with clients, attend industry events, and represent the company at various functions.
• Collaboration: Work closely with internal teams, including sales, marketing, product, customer success, etc, to ensure a cohesive approach to account management.
• Performance Metrics: Monitor and analyze account performance, providing regular reports to senior management and identifying opportunities for growth and improvement.
• Problem Resolution: Address and resolve any issues or concerns raised by customers, ensuring a high level of customer satisfaction.

Qualifications:

• Education: Bachelor's degree in Business Administration, Marketing, or a related field. MBA preferred.
• Experience: Minimum of 10 years of account management experience in UCaaS, CCaaS or CX Software, with at least 5 years in a senior leadership role.
• Skills:
  • Strong leadership and team management skills
  • Excellent communication and presentation abilities
  • Proven ability to build and maintain relationships with executive-level clients
  • Strategic thinker with strong analytical skills
  • Ability to travel frequently and work in a fast-paced environment
• Attributes:
  • Customer-focused mindset
  • High level of professionalism and integrity
  • Ability to work independently and as part of a team

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 and build more success.  They are a change agent, prepared to lead and drive changes as we transform. 
• Critical Thinker:  The successful candidate is fact based and