Senior Customer Advocate
hace 2 meses
We are seeking a highly skilled Senior Customer Advocate to join our team at Nextiva. As a Senior Customer Advocate, you will serve as the senior post-sale point of contact for clients/customers seeking to add services and or renew terms.
Key Responsibilities- Provide exceptional customer service and support to clients/customers, ensuring their needs are met and exceeded.
- 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.
- Represent the voice of the customer within Nextiva, serving as the customer advocate cross-functionally and closing the loop with the customer with results
- 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
Nextiva is a leading provider of cloud-based business phone systems and customer experience solutions. We are committed to delivering exceptional customer service and support to our clients and customers.
We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
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