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Customer Relationship Manager

2 months ago

Scottsdale, Arizona, United States Nextiva Full time
About the Role

We are seeking a highly skilled and experienced Customer Relationship Manager to join our team at Nextiva. As a key member of our post-Sales team, you will be responsible for cultivating and managing customer relationships, focusing on growth and retention.

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.