Customer Experience Champion

hace 1 día

Guadalajara, Jalisco, México Nextiva A tiempo completo
Unlock Your Potential as a Customer Advocate Specialist

Redefine 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. With 100,000+ companies and 1M+ users relying on Nextiva for customer and team communication, we're poised for continued growth and innovation.

If you're ready to collaborate, create, and shine, while being on the frontlines of helping businesses deliver amazing experiences, you're in the right place.

Build Amazing – Deliver Amazing – Live Amazing – Be Amazing

About the Role:

Serving as the primary post-sale point of contact for clients/customers, you'll utilize your in-depth knowledge of client industries and/or business processes, deep product knowledge, and technical expertise to drive and increase adoption and utilization of company products.

Demonstrate product features beyond central functionality to help customers achieve specific business results and maximum value from the product(s). Recommend solutions to achieve desired outcomes, and identify opportunities to close additional revenue from assigned clients, including upselling and cross-selling of related products.

  • Grow and retain monthly recurring revenue for 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 records of customer information in CRM.
  • Analyze health metrics and provide leadership/execution of adoption and retention plays through internal and external resources.
  • Effectively employ multi-channel communication strategies using video, email, phone, channel partners, and internal & external champions.
  • Contribute to lifetime revenue expansion by identifying upsell opportunities organically via stakeholder consultations and proactively addressing renewal risk.
Key Qualifications:

Two or more years of experience in customer-facing phone support, retention, upselling, and account management.

A proven track record of success, exceeding growth and customer satisfaction goals.

A driven individual with a commitment to excellence, strong analytical and problem-solving skills, and a solution-oriented mindset to understand and solve complex customer issues.

Strong written and verbal communication skills, presentation skills, and ability to lead, manage, or influence both internal and customer resources to achieve successful outcomes.

Bachelor's degree or equivalent education and relevant experience.

Experience in Video, Contact Center, or Web Collaboration is desired.

Competencies:

Oral/Written Communication, Strategic Perspective, Skilled Negotiation, Diagnostic Information Gathering, and Analytical Thinking.

Compensation Package:

We offer a competitive salary range of $65,000 - $90,000 per year, depending on experience, along with major health insurance, vision and dental coverage, life insurance, a 30-day Christmas bonus, 50% vacation premium, and 12 days of vacation after one year of service. Plus, enjoy company-matched food vouchers, a savings fund, and a dynamic work environment that fosters growth and development.

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