CX Specialist, Mid-Market Accounts

About the role

This position involves supporting our mid-market clientele by ensuring they have a positive experience with our communication and customer experience solutions. You will act as a key point of contact, helping clients maximize their use of our products and resolve any issues. Your work will directly contribute to client retention and satisfaction.

Key facts

What you'll do

• Guide mid-market clients through the adoption and ongoing use of Nextiva's NEXT Platform and Contact Center solutions.
• Proactively identify and address client needs, offering strategic advice to enhance their customer experience operations.
• Collaborate with internal teams to ensure timely resolution of client inquiries and technical challenges.
• Monitor client health and engagement, developing plans to improve satisfaction and reduce churn.
• Educate clients on new features and best practices for utilizing our AI capabilities, such as XBert and Agent Assist.

Requirements

• Minimum of 2 years of experience in customer success, account management, or a similar client-facing role.
• Demonstrated understanding of unified communications and customer experience platforms.
• Proven ability to manage multiple client accounts effectively.
• Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience.

Nice to have

• Experience with SaaS products and cloud-based solutions.
• Familiarity with contact center technologies and AI applications in customer service.

Skills & tools

• Proficiency in CRM software.
• Strong communication and interpersonal skills.
• Problem-solving and analytical abilities.

Practical notes

• Visa sponsorship is not available for this position.
• Occasional travel may be required for client meetings or company events.
• Benefits package includes health insurance, paid time off, and retirement savings plans.
• To apply, please submit your resume and a cover letter detailing your relevant experience.