CX Specialist, Enterprise

About the role

In this capacity, you will function as a dedicated CX Specialist within the Enterprise Customer Success organization, serving as a strategic advisor to Nextiva's largest clients. Your primary mission is to ensure that enterprise organizations achieve optimal value and a high return on their investment in Nextiva's technology portfolio. You will own the strategic advisory relationship for your assigned accounts, acting as a trusted extension of the client's leadership team. A core component of this role involves championing the adoption of the NEXT Platform and XBert AI solutions to drive measurable business outcomes for the client. You will identify potential risks early, collaborate proactively with internal departments, and implement strategies to mitigate them before they impact the client relationship. Your work will be a direct contributor to high client retention, expansion, and the overall enhancement of Nextiva's reputation for delivering excellence in customer experience to enterprise-level stakeholders.

Key facts

What you'll do

• Orchestrate the implementation roadmap and oversee the successful deployment of Nextiva's NEXT Platform and XBert AI solutions for enterprise clients.
• Serve as the central, primary liaison for a specific portfolio of enterprise accounts, handling complex inquiries, escalations, and strategic discussions.
• Analyze client usage data and engagement metrics to uncover trends, identify gaps, and pinpoint opportunities for deeper adoption of advanced features, including AI capabilities and omnichannel channels.
• Partner closely with the sales organization to ensure a seamless and continuous client journey from the transition of sale through onboarding and into long-term success.
• Collaborate with technical and product teams to troubleshoot intricate issues and coordinate timely, effective resolutions for critical enterprise accounts.
• Develop, maintain, and present detailed reports on client health, utilizing engagement scores, risk indicators, and usage data to inform strategic recommendations.
• Translate complex technical concepts and platform functionalities into clear, actionable language that helps enterprise stakeholders understand and maximize the value of the platform.
• Monitor the end-to-end customer journey to identify friction points and recommend actionable improvements to enhance the overall experience.
• Provide frontline feedback to product and development teams to influence future platform enhancements and feature development.
• Establish and execute regular check-in schedules with key client stakeholders to review value realization, discuss strategic initiatives, and ensure alignment with business goals.
• Advise enterprise clients on best practices for leveraging omnichannel capabilities to optimize customer interaction efficiency and satisfaction.
• Support the development of internal business cases and ROI justifications to help clients justify continued investment in the Nextiva platform.
• Identify and present cross-sell and upsell opportunities that align strategically with the client's overarching business objectives.
• Act as an internal advocate for the enterprise client, ensuring their voice and strategic priorities are represented in company decision-making processes.

Requirements

• Hold a minimum of 2 years of professional experience in a customer-facing role, specifically focused on supporting enterprise clients.
• Demonstrate a proven understanding of how unified communications and customer experience platforms function within complex business environments.
• Possess a Bachelor's degree from an accredited institution or equivalent practical experience that demonstrates a comparable level of expertise.
• Exhibit a proven ability to effectively manage multiple client relationships simultaneously while prioritizing tasks to meet strict deadlines and objectives.
• Display excellent written and verbal communication skills, conveying a high level of professionalism, clarity, and empathy in all interactions.
• Demonstrate the capability to rapidly learn complex software systems and effectively teach and train non-technical users on platform functionalities.
• Commit to working within the legal and geographical constraints of employment located within the United States.

Nice to have

• Possess hands-on experience with AI-powered customer service tools and their practical application in support or success scenarios.
• Have familiarity with contact center technologies and journey orchestration principles and their impact on customer satisfaction metrics.

Skills & tools

• Demonstrate high proficiency in the use of CRM software to accurately manage account information, track all client interactions, and report on key performance indicators.
• Bring excellent communication and interpersonal skills to every interaction with stakeholders at all levels of the enterprise client organization.
• Apply strong analytical and problem-solving abilities to diagnose complex issues and craft effective, timely solutions.

Practical notes

• Visa sponsorship is not available for this position.
• This role is fully remote within the United States, requiring the ability to work independently and collaboratively in a distributed environment.