Mid-Market Customer Relationship Manager

We are looking for a Mid-Market Customer Relationship Manager (CRM) to join our post-Sales team. The CRM will cultivate and manage customer relationships, focusing on growth and retention. The CRM will partner closely with Nextiva’s Account Executives on account strategy and planning to deepen product usage, continuously deliver business value, close renewals and drive growth

The CRM 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 CRM must thrive in an environment that is highly collaborative, and performance driven.

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.
• Serve as an escalation point for issues impacting customer satisfaction and success and work with internal teams to drive resolution.
• Analyze health metrics and provide leadership and/or execution of adoption and retention plays through both internal and external resources
• 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 Nextiva objectives.
• Build and maintain relationships with key executives and stakeholders. Map out and navigate complex organizations to build new relationships as needed 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 results.
• Produce regular customer health and status reporting ensuring exceptional data management and accuracy in Salesforce and Totango CRM systems.

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 Analytical Thinking

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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