Job Description

At Nextiva, we create connected communication tools that help businesses stay in touch with their customers and teams. Over 100,000 companies rely on Nextiva for phone service and customer management tools. We're not your parent's phone company.

Founded in 2008, Nextiva took on the trillion-dollar telecom industry and succeeded in changing the game by making technology more accessible and affordable for everyone. Companies solve their toughest challenges using our VoIP innovations and signature Amazing Service®.

Today, Nextiva is the fastest-growing, privately held provider of cloud communications. We don't study industry trends; we create them. Business leaders look to Nextiva to equip their teams in the office and while working from home. Nextiva is not just a tech company — we're the backbone of the economy.

By joining our global team, you're saying yes to an opportunity to be part of a tech company with massive growth potential and exciting opportunities ahead. 

WE'RE ACTIVELY LOOKING FOR AMAZING PEOPLE LIKE YOU TO JOIN OUR TEAM!

The Manager, Customer Success is responsible for customer retention and growth expansion of the embedded base of existing customers. This role will have primary responsibility for building, leading and motivating a team of Customer Success Account Managers and ensuring the smooth every day running of the team, ensuring that SLAs are met and quality targets, and sales objectives are reached and maintained. The Manager, Customer Success acts as leader and mentor to each member of the Customer Success team, providing advice, guidance, training, innovation and consultative services to enable Manager and team members to achieve their customer communication and satisfaction goals. In addition, the Manager, Customer Success provides leadership to the members of the extended team responsible for adoption and retention. This role is responsible for all aspects of the customer relationship including daily management, overall account satisfaction and loyalty, and expansion. By maintaining knowledge and awareness of competing products/services, discount and pricing structures, the Manager, Customer Success determines the best solutions for key customers to achieve long term success and brand loyalty.

KEY RESPONSIBILITIES

• Motivating the Customer Success Account Management Team through performance, coaching, career planning and goals setting.
• Facilitating customer resolution for escalated calls, engaging the necessary technical support and customer facing and management updates.
• Driving portfolio growth through cross sell/upsell and contract re-terms, including achieving a monthly sales objective.
• Identifying trends in issues that may affect customer satisfaction levels and consistently communicating them to management in measurable terms.
• Maintaining accurate and current records of customer information in CRM.
• Ensuring targets are delivered through people management, performance review, reward and individual recognition.
• Following up with discontented customers to ensure issues are resolved and the customers are satisfied.
• Escalation point of contact for issues impacting customer satisfaction and working with internal teams to drive resolution.
• Reporting operational achievements and progress on a regular basis including statistical analysis and improvement of action plans.
• Liaising with other company departments and build strong working relationships to help propel achievement of sales objectives and remove obstacles prohibiting customer satisfaction.
• Managing existing customer renewals on accounts including contract re-terms.
• Providing support for adoption related activities on accounts.
• Conducting monthly/quarterly team business reviews and updates with leaders.

QUALIFICATIONS

• 5+ years of experience in a customer service manager function (or strong experience in high performance roles as an account manager) with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and/or start-up companies.
• Successful management of accounts in B2B software, SaaS, or technology solutions to technical and non-technical people.
• Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems.
• Sales focused and customer service oriented with strong teamwork and collaboration skills, adaptability and Initiative.
• Experience in coaching and staff development (mandatory).
• Demonstrated ability to quickly learn new methods, procedures and techniques.

YOUR SUCCESS DEPENDS ON YOUR COMMITMENT: 

We invest in our employee's development and care deeply about your ability to grow professionally. Nextiva is a place to build a career, not just have a job.

Personal and Professional Development is at Your Fingertips. You'll have many resources to continually improve the focus areas associated with your role, and to prepare for your future career growth. Nextiva has invested in world class training programs to grow your skills and knowledge, preparing you for future roles along your career path.

REWARDS AND BENEFITS

You'll be able to sign up for our benefits package which starts the first of the month after your start date. 

WORK FROM HOME REQUIREMENTS:

• Due to COVID-19, this position is currently a full-time, work from home position, with the option to work from our office if you so choose (subject to following our safety protocols).  Nextiva is currently developing our longer-term plans around the location of our workforce, and dependent on the outcome you may be requested to perform some or all of your work at Nextiva's Scottsdale offices or have the flexibility to continue working from home.
• You must have a quiet and secure workspace that is free of distractions and that is located at your confirmed address of residence.  Because you will be working with confidential customer information, you cannot work from public locations or use public internet connections.
• You must have a stable, high speed internet connection with at least 50 Mbps download and 5 Mbps upload speeds, preferably through broadband cable or fiber optic service (no DSL, satellite, dial-up, or wireless connections are permitted).  You must arrange to have this internet service installed prior to the start of your employment.
• Nextiva will provide a desktop computer, monitor (if needed), and other related equipment, cables and accessories.  You may only connect to Nextiva's systems using the provided computer.  You must also be able to directly connect the computer to your internet modem or router via a wired internet connection; your modem or router must either be in the same room as your workspace or capable of being reached by an ethernet cable from your workspace.  Wireless connections are not permitted.    
• You must have a compatible internet router (compatibility is subject to change; a list of recommended routers will be provided).
• You must, at all times, comply with Nextiva's acceptable use, confidentiality and related policies.

SO, WHY NEXTIVA? 

Nextiva is a trailblazer in the Voice over IP (VoIP) and Unified Communications as a Service (UCaaS) industries. We're outpacing our competitors, and it's an exciting time to join our team. If you're looking to join a fast-paced tech company with massive potential, Nextiva is the place for you. Our 1,000+ team members worldwide embrace our promise of Amazing Service. We're passionate about upholding our energetic culture of forward-thinking, caring, and simplicity. Nextiva seeks diverse individuals who share our values and vision to help take us to the next level. Nextiva provides an impressive benefits package and has a resilient company culture. Glassdoor named us one of the Best Places to Work in 2020 nationwide. Employees rate Nextiva a 4.9/5 on Comparably, and we've earned many more accolades along the way. 

Help us redefine the future of business communications. Apply today!

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.

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