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!

At Nextiva, a successful Customer Success Account Manager will nurture our customer relationships and act as a sales enabler to drive re-purchase loyalty toward Nextiva equipment and services. The ideal candidate will be apt in building strong relationships with strategic customers including C-Suite level Executives. You will be able to identify needs and requirements to promote Nextiva's solutions and achieve mutual satisfaction. The goal is to contribute in sustaining and growing our business (with our most important customers) to achieve long-term success.  In this role, the Key Account Manager maintains knowledge and awareness of competing products/services, discount and pricing structures, and overall strengths and weaknesses in order to determine how best to service and motivate key accounts to stay with the business.

KEY RESPONSIBILITIES:

• You own responsibility for the customer retention - focus will be surrounding customer churn.
• Drive portfolio growth through cross sell/up-sell and contract re-terms, which includes achieving a monthly sales objective.
• Acquire a thorough understanding of key customer needs and requirements
• Develop and maintain long-term relationships from the C-Level down to achieve customer happiness.
• Identifies trends in issues that may affect customer satisfaction levels and consistently communicates them to management in measurable terms.
• Maintain accurate and current records of customer information in CRM.
• Single point-of-contact for service activities, ensures consistent communication.
• Serve as an escalation point for issues that impact the customer's success and work with internal teams to drive resolution.
• Conducts Strategic Business Review meetings with the customer (Sometimes conducted on-site at customer location)
• Ensures that Nextiva's best practices and methodologies are adhered to on a consistent basis.
• Ability to prioritize, multi-task, and perform effectively under pressure

QUALIFICATIONS:_ Includes required, preferred and percentage of travel, if applicable_

• 3-5 years previous account management or customer service experience, ideally with a telecommunications, technology, or SaaS company
• Experience in sales and providing solutions based on customer needs
• Experience with account portfolio planning and prioritization preferred
• Minimum of 2 year of Retention experience
• Strong communication, verbal, and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
• Great people skills and an outgoing personality
• CRM experience (Salesforce) and organizational skills
• Ability in problem solving and negotiation
• Be a "self-starter" and stay focused even when unsupervised
• Be a strong team player
• Excellent organizational skills
• Maintain good attendance

COMPETENCIES:

• Effective Communication with C-Suite Execs
• Company/Customer Expertise
• Strategic Perspective
• Leadership
• Skilled Negotiation
• Value Based Selling
• Collaboration/Partnership with other Departments to achieve Customer Success
• Persuasion
• Tenacity and Pasion
• Problem Analysis and Problem Solving
• Patience
• Active Listening
• Adaptability
• Interpersonal Skills
• Organized
• Stress Tolerance
• Time Management

WORK FROM HOME REQUIREMENTS:

• 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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