CX Specialist, Strategic Accounts

About the role

This position focuses on 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.

Key facts

What you'll do

• Act as the primary point of contact for a portfolio of important clients, addressing their inquiries and concerns.
• Proactively engage with clients to understand their evolving needs and identify opportunities for them to gain more value from our products.
• Collaborate with internal teams to resolve client issues efficiently and ensure a positive customer journey.
• Contribute to client success by providing guidance on best practices and product utilization.
• Maintain accurate client records and track interactions within our systems.

Requirements

• A Bachelor's degree in a related field or equivalent practical experience.
• A minimum of 2 years of experience in customer success, account management, or a similar client-facing role.
• Proven ability to manage multiple client relationships simultaneously.
• Strong communication and interpersonal skills.
• Familiarity with customer relationship management (CRM) software.

Nice to have

• Experience working with enterprise-level clients.
• Knowledge of unified communications and customer experience (CX) platforms.

Skills & tools

• NextivaONE
• NEXT Platform
• XBert
• Contact Center
• Business Phone
• AI capabilities (AI Employee, Agent Assist, AI Receptionist, AI Voice Agent)
• Various communication channels (Voice & Texting, Live Chat, Messenger, Email, Social & Reviews, Video Meetings)
• Integrations
• Analytics & Reporting
• Workforce Management
• Journey Orchestration

Practical notes

• Visa sponsorship is not available for this role.
• Travel is not a primary requirement for this position.
• Nextiva offers competitive compensation and benefits.