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

The Senior Customer Advocate serves 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 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

• Serve as a primary support for team mates on process, procedure and overall strategy to provide Amazing Servicein 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.
• 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
Includes required, preferred and percentage of travel, if applicable

• 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

Competencies

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

Typical Office Environment:

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.

Nextiva Core Competencies / DNA:

• Drives Results: The successful candidate will be action oriented, with a passion for solving problems. They will bring clarity and simplicity to ambiguous situations. This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success. They are a change agent, prepared to lead and drive changes as we transform.
• Critical Thinker: The successful candidate is fact based and data driven, able to understand and articulate the "why," identifying key drivers and learning from the past. They are forward-thinking, anticipating problems before they arise. They'll recommend and action well thought out solutions, understanding the risks and dependencies.
• Right Attitude: The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they're resilient and able to easily bounce back from setbacks. They will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way. They will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

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 Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog.

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