CX Specialist, Strategic Accounts

About the role

This role is dedicated to providing exceptional customer support and fostering strong relationships with Nextiva's key clients. You will be instrumental in ensuring these strategic accounts receive top-tier service and achieve their business objectives using our communication and customer experience solutions. The position requires a proactive approach to identify client needs and translate them into successful outcomes. You will own the end-to-end relationship health for your portfolio. Success in this role is measured by client satisfaction and retention metrics. You will serve as a trusted advisor to senior stakeholders within each account. This position is integral to the company's strategic account retention and growth initiatives.

Key facts

What you'll do

• Serve as the primary point of contact for a portfolio of important clients, addressing their inquiries and concerns with timely and accurate resolutions.
• Proactively engage with clients to understand their evolving business challenges and identify opportunities for them to derive greater value from our communication platforms.
• Partner with internal technical and product teams to resolve client issues efficiently, ensuring a seamless and positive customer journey from onboarding to renewal.
• Contribute directly to client success by providing expert guidance on best practices and advanced product utilization strategies.
• Maintain meticulous and accurate client records, ensuring all interactions and action items are diligently tracked within our CRM systems.
• Analyze client usage patterns to forecast potential needs and drive adoption of key features that enhance their operational efficiency.
• Develop and execute tailored success plans that align client goals with the capabilities of Nextiva's solutions.
• Escalate complex issues to appropriate departments while acting as a liaison to ensure problems are resolved to the client's satisfaction.
• Monitor industry trends and competitive landscapes to provide insights that strengthen our strategic account positions.
• Facilitate regular check-ins and business reviews to ensure alignment and continuous improvement in service delivery.
• Utilize data from XBert and analytics tools to identify risks and opportunities within key accounts.
• Act as an advocate for the client internally, ensuring their feedback influences product development and service enhancements.
• Coordinate cross-functional support to deliver a unified experience across all communication channels.
• Document success stories and use cases that can be leveraged for reference and expansion opportunities.

Requirements

• Possess a Bachelor's degree in a related field such as business, communications, or technology, or demonstrate equivalent practical experience through a proven track record.
• Have a minimum of 2 years of prior experience in customer success, account management, or a similar client-facing role that involves strategic oversight.
• Show a proven ability to effectively manage multiple client relationships simultaneously without compromising the quality of service.
• Exhibit strong communication and interpersonal skills, capable of conveying complex information clearly and professionally to both technical and non-technical audiences.
• Demonstrate familiarity with customer relationship management (CRM) software and how to leverage these tools for managing account health.
• Display strong problem-solving skills and a proactive mindset to address issues before they escalate to critical concerns.
• Have the capability to work independently with minimal supervision while adhering to strict deadlines and organizational goals.
• Be comfortable navigating fast-paced environments and adapting to changing priorities and business needs.

Nice to have

• Bring experience working with enterprise-level clients who have complex organizational structures and high expectations.
• Possess knowledge of unified communications and customer experience (CX) platforms, including how these technologies integrate to support business processes.

Practical notes

• Visa sponsorship is not available for this role, so candidates must have the right to work in the United States.
• Travel is not a primary requirement for this position, allowing for a fully remote work arrangement.
• Nextiva offers competitive compensation and comprehensive benefits to support the well-being and performance of its employees.

This position is a critical component of the Strategic Accounts team, focusing on long-term client retention and value realization. The ideal candidate will thrive in a data-driven environment where analytical skills complement relationship-building abilities. You will be expected to uphold the high standards of service that Nextiva is known for in the marketplace. The role demands a balance of technical knowledge and soft skills to navigate various stakeholder levels within client organizations. Effective time management will be essential to handle the diverse responsibilities assigned to the specialist. Collaboration is key, as you will work closely with sales, marketing, and product teams to ensure alignment on account strategies. Continuous learning about new features and industry best practices is expected to maintain excellence in support delivery. The position offers the opportunity to significantly impact the success of high-profile clients. Professionals in this role will gain deep insights into customer experience management within the SaaS sector.