Enterprise Customer Relationship Manager

The Enterprise Customer Relationship Manager (ECRM) serves as the primary post-sale point of contact for Enterprise Nextiva clients/customers. 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.

Key Responsibilities

• Serve as a trusted advisor to lead and manage relationships with our largest, most strategic customer accounts in the US and Canada.
• Collaborate with Account Executives to develop and implement aggressive expansion strategies.
• Develop and execute a strategy to drive value realization of the Nextiva platform, growth, and mitigate/remediate risk. This includes coordinating with cross-departmental resources 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 ensuring exceptional data management and accuracy in Salesforce and Totango CRM systems.
• Provide mentorship and coaching to peers as the Customer Relationship Management organization continues to grow.

Qualifications

• BS or equivalent education and relevant experience.
• 3-5 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.
• 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.
• Must be able to travel on-site at least monthly (up to 25%).

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 data driven, able to understand and articulate the “why,” identifying key drivers and learning from the past.  They are forward-thinking, anticipating problems before they arise.  They’ll recommend and action well thought out solutions, understanding the risks and dependencies. 
• Right Attitude:  The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they’re resilient and able to easily bounce back from setbacks.  They will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way.  They will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Compensation, Rewards & Benefits:

Nextiva provides a comprehensive employee benefits package that includes medical (including supplemental plans for accident, hospitalization and critical illness), telemedicine, dental, vision, disability, life insurance, legal assistance, an Employee Assistance Plan, paid parental bonding leave, PTO for hourly employees and Flexible Time Off (FTO) for salaried employees, an employee long-term savings plan (401k) through Fidelity with Nextiva matching, comprehensive employee wellness programs and loads of learning and development opportunities which are coupled with career paths to last a lifetime.

Interested in joining our amazing team at Nextiva HQ? Apply today as we launch the future of business conversations! 🚀

Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS. 

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