Customer Experience Leader

hace 3 semanas

Guadalajara, Jalisco, México Nextiva A tiempo completo

At Nextiva, we're redefining the future of customer experiences one conversation at a time. As a Senior Customer Advocate, you'll be a key player in delivering amazing experiences for our clients, serving as their primary point of contact for adding services and renewing terms.

Using your in-depth knowledge of client industries and business processes, you'll work closely with our team to drive adoption and utilization of our products, demonstrating product features beyond core functionality to help clients achieve specific business results and maximize value from our solutions.

We're looking for a highly skilled and driven individual with a proven track record of success in account management, customer service, retention, and sales in a call center environment. If you're passionate about delivering exceptional customer experiences and have a strong analytical, problem-solving, and dot-connecting skills, we want to hear from you.

Key Responsibilities

  • Serve as a primary support for team members on process, procedure, and overall strategy to provide amazing service in the Client Advocate role.
  • Grow and retain monthly recurring revenue for our most valued customers by accepting inbound calls that drive product adoption.
  • Be responsible for customer retention to alleviate customer churn.
  • Acquire a thorough understanding of customer needs and requirements.
  • Maintain accurate and current records of customer information in CRM.
  • Analyze health metrics and provide leadership and/or execution of adoption and retention plays through both internal and external resources.
  • Effectively employ multi-channel communication strategies that leverage our most effective customer touch-points, including video, email, phone, channel partners, and internal and external champions.
  • Contribute to lifetime revenue expansion by identifying upsell opportunities organically via stakeholder consultations and proactively addressing renewal risk.
  • Represent the voice of the customer within Nextiva, serving as the customer advocate cross-functionally and closing the loop with the customer with results.

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