CX Specialist, Strategic Accounts

About the role

Redefine the future of customer experiences. One conversation at a time. At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation. Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes.

Responsibilities

• Manage and grow a portfolio of strategic customer accounts focused on expansion, retention, and long-term customer value
• Build trusted relationships across multiple stakeholders within large organizations, including business and technical decision-makers
• Identify, qualify, and drive complex expansion opportunities across UCaaS, CCaaS, AI, and customer experience solutions
• Develop and execute strategic account plans that align customer business goals with Nextiva’s Unified-CXM platform capabilities
• Partner closely with Solutions Consulting, Customer Success Managers, XDRs, and internal stakeholders to create coordinated growth strategies across accounts
• Analyze customer environments, organizational structures, and usage trends to uncover whitespace opportunities and multi-thread relationships within accounts
• Lead customer conversations focused on operational efficiency, AI adoption, customer experience transformation, and business outcomes
• Navigate complex sales cycles from discovery through contract execution while maintaining strong forecast accuracy and pipeline management
• Deliver presentations, demos, and consultative discussions tailored to strategic customer needs and business priorities
• Maintain accurate opportunity tracking, forecasting, and account activity within Salesforce and related sales tools
• Travel to customer sites and industry events to strengthen relationships, support strategic initiatives, and drive business growth
• Experiment with and adopt emerging AI workflows that improve productivity, customer intelligence, and strategic account execution

Requirements

• 5+ years of experience in strategic account management, enterprise sales, customer growth, or consultative SaaS sales environments
• 3+ years of experience selling or supporting CCaaS, UCaaS, CX, telecom, CRM, or AI-driven solutions
• Proven experience managing and growing complex books of business with revenue ownership responsibility
• Demonstrated success achieving or exceeding quota in high-performance sales or account expansion environments
• Experience working with large strategic or enterprise customers, including navigating complex stakeholder environments and long sales cycles
• Strong consultative selling and discovery skills with the ability to connect technical capabilities to business outcomes
• Comfortable discussing customer experience technologies, contact center operations, AI-enabled workflows, and digital transformation initiatives
• Strong analytical and strategic thinking skills with the ability to identify growth opportunities within complex customer environments
• Experience partnering cross-functionally with Sales Engineering, Customer Success, Marketing, and leadership teams
• Hands-on experience with Salesforce or comparable CRM platforms
• Strong communication and presentation skills with the ability to engage both technical and executive audiences
• Willingness to travel approximately 25% for customer meetings and strategic engagements
• Experience using AI tools in day-to-day workflows for research, communication, account strategy, workflow automation, or sales productivity improvements

Qualifications

• Experience in startup or high-growth technology environments
• Experience managing strategic accounts with 2,500+ employee organizations
• Experience building account plans and multi-threading within large enterprise accounts
• Familiarity with Outreach or similar sales engagement platforms
• Power user of AI-enabled tools with a curiosity for building smarter workflows, improving productivity, and enhancing customer engagement through automation and AI-assisted insights

Skills

• Strategic Account Management
• Enterprise Sales
• Customer Growth
• Sales Enablement
• AI and Automation
• Customer Experience
• Technical Sales
• Consultative Selling
• Account Planning
• CRM Systems
• Communication and Presentation Skills
• Travel and Client Engagement
• Ai Tools and Workflows

Benefits

Nextiva offers a comprehensive benefits package to support your health, well-being, and professional growth. Our total rewards include:

• Health: Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage
• Insurance: Life, disability, and supplemental indemnity plans
• Work-Life Balance: Flexible Time Off for salaried employees, PTO for hourly employees, Paid Sick Time, Paid Parental Bonding Leave, and holiday pay
• Financial Security: 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA
• Wellness: Employee Assistance Program (EAP) and comprehensive wellness initiatives
• Growth: Access to ongoing learning and development opportunities and career advancement

Pay

The expected hiring range is $140,000 - $215,000, including annualized base salary and annualized target sales incentive. Some sales roles are paid hourly with overtime eligibility.

Schedule

While this role is open to remote candidates across the United States, team members located within 40 miles of our Scottsdale headquarters (9451 E. Via de Ventura, Scottsdale, AZ 85256) are expected to work onsite four days per week to support collaboration, speed, and execution. Specific scheduling and flexibility will be guided by your leader to support both team collaboration and individual productivity.