Customer Experience Advocate Leader
hace 6 días
Senior Customer Advocate at Nextiva
About NextivaWe're redefining the future of customer experiences. One conversation at a time.
We're changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.
Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.
Job Description:We're looking for a Senior Customer Advocate to serve as the senior post-sale point of contact for clients/customers seeking to add services and or renew terms. Using in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to support team mates in driving an increase of adoption and utilization of company products.
Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s). May recommend specific solutions to achieve customers desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results.
Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support. May or may not be on a sales incentive plan that is based on individual and/or team sales results (e.g., revenue, bookings, unit sales). This is an individual contributor role.
Key Responsibilities:- Serve as a primary support for team mates 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 which drive product adoption.
- Responsibility for customer retention to alleviate customer churn.
- Acquiring a thorough understanding of customer needs and requirements.
- Maintaining accurate and current records of customer information in CRM.
- Analyze health metrics and provide leadership and/or execution of adoption and retention plays thru both internal and external resources
- Effectively employ multi-channel communication strategies that leverage our most effective customer touch-points including video, e-mail, phone, channel partners, and internal & external champions.
- Contribute to lifetime revenue expansion by identifying upsell opportunity organically via stakeholder consultations and proactively addressing renewal risk.
- 3-5+ years of direct and verifiable account management experience, customer service, retention, and sales in a call center environment.
- Proven track record of success with a verifiable history of exceeding growth and customer satisfaction goals
- Driven by personal, team and company achievement with a commitment to excellence
- Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality
- Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
- Solution-oriented mindset to understand and solve complex customer issues
- Strong communication skills written and verbal with understanding of situational best practices
- Excellent presentation skills from small to large audiences
- Ability to lead, manage or influence both internal Nextiva resources as well as customer resources to achieve successful outcomes
- Experience in Video, Contact Center or Web Collaboration desired
- BS or equivalent education and relevant experience
- Oral/Written Communication, Strategic Perspective, Skilled Negotiation, Diagnostic Information Gathering, and Analytical Thinking
Requires extensive sitting with periodic standing and walking. May be required to lift up to 35 pounds unassisted. May be required to lift over 35 pounds using assistive device and/or team lift. Requires significant use of personal computer, phone and general office equipment. Needs adequate visual acuity, ability to grasp and handle objects. Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.
Benefits:We offer a competitive salary range between $65,000 - $90,000 per year depending on experience.
Major Health insurance for you and for your legal partner and children under 25 years.
Vision and Dental covered
Life Insurance 24 times your monthly salary
30-day Christmas Bonus (Aguinaldo)
50% Vacation premium
12 days for vacations on your first-year anniversary
Newly hired full-time employees of Nextiva earn ten (10) personal days before their first anniversary
After your first year you will be entitled to 5 personal days each year after each anniversary date additional to your vacation days
Company matched Food Vouchers You receive 1 x monthly UMA (Unidad de Medida y Actualización) per month
Company matched savings fund 13% of your monthly salary capped to 1.3 times the annual value of the UMA
$500 MXN monthly Telecommunications stipend for remote workers (non applicable for 100% on-site roles)
Founded in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B. To learn more about what we do, check out our social media profiles.
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