Mid-Market Customer Relationship Manager

Summary

Join Nextiva as a Customer Success Manager and redefine the future of customer experiences. You will be the primary post-sale contact for clients, leveraging your product expertise to drive adoption and maximize value. Responsibilities include maintaining monthly recurring revenue, serving as an escalation point for issues, and driving portfolio growth through upselling and cross-selling. You will build strong client relationships and analyze health metrics to improve adoption and retention. This individual contributor role requires 3-5+ years of account management experience, a proven track record of exceeding goals, and strong communication and analytical skills. Nextiva offers a competitive compensation package and comprehensive benefits, including health insurance, paid time off, retirement benefits, and professional development opportunities.

Requirements

• 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
• BS or equivalent education and relevant experience
• Competencies: Oral/Written Communication, Strategic Perspective, Skilled Negotiation, Diagnostic Information Gathering, and Analytical Thinking

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

Preferred Qualifications

Experience in Video, Contact Center or Web Collaboration desired

Benefits

• Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage
• Life, disability, and supplemental indemnity plans
• Flexible Time Off (FTO) for salaried employees, PTO for hourly employees, Paid Sick Time (PST), paid parental bonding leave, and paid holidays
• 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA
• Employee Assistance Program and comprehensive wellness initiatives
• Access to ongoing learning and development opportunities and career advancement