Director, Enterprise Customer Relationship Management

We are seeking a dynamic and experienced Director of Enterprise Account Management to lead our team of Enterprise Customer Relationship Managers. This role is pivotal in ensuring the success and satisfaction of Nextiva’s largest and most strategic customers. The ideal candidate will have a proven track record in account management, exceptional leadership skills, and the ability to present executive business reviews to strategic customers in person. This position requires frequent travel to meet with clients and ensure their needs are met.

Key Responsibilities:

• Leadership and Oversight: Manage and mentor a team of Enterprise Customer Relationship Managers, providing guidance, support, and professional development opportunities. Foster a collaborative and high-performance culture within the team.
• Team Development: Recruit, train, and develop Enterprise Customer Relationship Managers, ensuring they have the skills and knowledge to effectively manage customer relationships and drive business growth with their base.
• Performance Management: Set clear performance expectations for the team, conduct regular performance reviews, and provide constructive feedback to help team members achieve their goals.
• Customer Relationship Management: Build and maintain strong relationships with our largest customers/partners, ensuring their satisfaction and loyalty.
• Executive Business Reviews: Prepare and present comprehensive business reviews to executive teams of our largest customers, highlighting key performance metrics, strategic initiatives, and areas for improvement.
• Strategic Planning: Develop and implement account management strategies that align with the company’s goals and objectives.
• Travel: Frequently travel to meet with clients, attend industry events, and represent the company at various functions.
• Collaboration: Work closely with internal teams, including sales, marketing, product, customer success, etc, to ensure a cohesive approach to account management.
• Performance Metrics: Monitor and analyze account performance, providing regular reports to senior management and identifying opportunities for growth and improvement.
• Problem Resolution: Address and resolve any issues or concerns raised by customers, ensuring a high level of customer satisfaction.

Qualifications:

• Education: Bachelor’s degree in Business Administration, Marketing, or a related field. MBA preferred.
• Experience: Minimum of 10 years of account management experience in UCaaS, CCaaS or CX Software, with at least 5 years in a senior leadership role.
• Skills:
  • Strong leadership and team management skills
  • Excellent communication and presentation abilities
  • Proven ability to build and maintain relationships with executive-level clients
  • Strategic thinker with strong analytical skills
  • Ability to travel frequently and work in a fast-paced environment
• Attributes:
  • Customer-focused mindset
  • High level of professionalism and integrity
  • Ability to work independently and as part of a team

Nextiva Core Competencies / DNA:

• Drives Results:  The successful candidate will be action oriented, with a passion for solving problems.  They will bring clarity and simplicity to ambiguous situations.  This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success.  They are a change agent, prepared to lead and drive changes as we transform. 
• Critical Thinker:  The successful candidate is fact based and data driven, able to understand and articulate the “why,” identifying key drivers and learning from the past.  They are forward-thinking, anticipating problems before they arise.  They’ll recommend and action well thought out solutions, understanding the risks and dependencies. 
• Right Attitude:  The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they’re resilient and able to easily bounce back from setbacks.  They will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way.  They will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Total Rewards 

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office. 

Our compensation packages are tailored to each role and candidate’s qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses. 

The expected hiring range is $193,000-$318,000, including annualized base salary and annualized target sales incentive. Some sales roles are paid hourly with overtime eligibility. A different level in the job hierarchy may apply to a specific candidate, resulting in a different hiring range. 

• Health - Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage 
• Insurance – Life, disability, and supplemental indemnity plans 
• Work-Life Balance ⚖️ - Flexible Time Off (FTO) for salaried employees, PTO for hourly employees, Paid Sick Time (PST), paid parental bonding leave, and paid holidays 
• Financial Security  -  401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA 
• Wellness ‍ - Employee Assistance Program and comprehensive wellness initiatives 
• Growth - Access to ongoing learning and development opportunities and career advancement 

At Nextiva, we’re committed to supporting our employees’ health, well-being, and professional growth. Join us and build a rewarding career! 

Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

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. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS. 

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