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. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.

If you're ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you're in the right place.

**Build Amazing - Deliver Amazing - Live Amazing - Be Amazing**:
Serves as the primary post-sale point of contact for clients/customers. Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase 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 customer's 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**:

- 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
- 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

**Qualifications**:

- 2+ years of experience in customer-facing phone support, retention, upselling, and account management.
- 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

***:
**Nextiva Core Competencies / DNA**:
**Rewards & Benefits**:
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)

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