Strategic Enterprise Client Relationship Manager

2 weeks ago

Scottsdale, Arizona, United States Nextiva Full time
Job Overview

Join us in transforming customer interactions and experiences. At Nextiva, we are pioneering a unique, conversation-driven platform that integrates team collaboration with customer engagement, all powered by advanced AI technology and exceptional human talent.

Our organizational culture is innovative, client-focused, and rooted in the belief that meaningful connections drive both business success and personal fulfillment. Since our inception, we have empowered over 100,000 businesses and 1 million users to enhance their communication strategies.

If you are eager to collaborate with talented individuals, showcase your unique personality, and play a vital role in helping businesses create outstanding customer experiences, you may find your place with us.

Role Summary

The Strategic Enterprise Client Relationship Manager (ECRM) acts as the primary liaison for our enterprise clients following the sale. This role is essential in nurturing and managing client relationships with a focus on growth and retention. The ECRM will work closely with Nextiva's Account Executives to strategize and plan account management efforts aimed at increasing product utilization, identifying new opportunities, ensuring ongoing business value, securing renewals, and driving overall growth.

Key Responsibilities

  • Serve as a trusted consultant to oversee and nurture relationships with our most significant and strategic customer accounts across the US and Canada.
  • Collaborate with Account Executives to devise and implement proactive expansion strategies.
  • Formulate and execute a plan to enhance the value derived from the Nextiva platform, while addressing potential risks. This involves coordinating with various departments to achieve our objectives effectively.
  • Establish and maintain connections with key executives and stakeholders, navigating complex organizational structures to foster new relationships as necessary.
  • Act as the voice of the customer within the organization, providing clear communication and updates through CRM systems, forecasting, and other essential tools.
  • Generate regular reports on customer health and status, ensuring precise data management within Salesforce and Totango CRM systems.
  • Offer mentorship and guidance to colleagues as the Customer Relationship Management team continues to expand.

Qualifications

  • Bachelor's degree or equivalent experience.
  • 3-5 years of experience managing enterprise clients, with a focus on full sales cycles and/or growth-oriented account management.
  • Demonstrated success in managing large, multi-product accounts with significant revenue.
  • Experience engaging with a diverse range of customer stakeholders, from C-level executives to managers, with the ability to cultivate new relationships as needed.
  • Proven track record of collaborating closely with executive leadership and leading cross-functional teams to execute account strategies.
  • Strong organizational skills, with the ability to prioritize effectively and manage time in dynamic environments.
  • History of achieving net revenue retention growth and meeting renewal targets.
  • Ability to identify and articulate business value and return on investment.
  • Experience in strategic planning with clients, aligning complex business goals with product applications.
  • Proficient in managing customer opportunities and risks.
  • Strong business acumen and ability to work independently or as part of a team.
  • Familiarity with Salesforce, Totango, Oracle, and Atlassian is preferred.
  • Willingness to travel on-site as needed.

Nextiva Core Competencies:

  • Results-Driven: The ideal candidate will be proactive, with a strong focus on problem-solving and a commitment to driving results. They will bring clarity to complex situations and challenge existing processes to foster innovation.
  • Analytical Thinker: The successful candidate will rely on data and facts to understand the underlying reasons for challenges, anticipating issues before they arise and proposing well-considered solutions.
  • Collaborative Spirit: The right individual will be a team player, fostering a culture of support and respect for both customers and colleagues, while maintaining a competitive edge.

Compensation and Benefits:

Nextiva offers a competitive salary and a comprehensive benefits package, including medical, dental, vision, and wellness programs, along with a 401k plan with company matching. We prioritize employee development and provide numerous opportunities for growth within the organization.

Nextiva is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind.

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