[Hiring] CX Specialist, Strategic Accounts @Nextiva

Role Description

As a CX Specialist, Strategic Accounts at Nextiva, you’ll help some of our largest customers transform how they connect with their customers and teams. This role sits at the intersection of relationship management, strategic growth, and customer experience innovation. You’ll work closely with enterprise and strategic accounts to uncover expansion opportunities, solve complex business challenges, and guide customers through modern CX and AI-powered transformation initiatives.

This is a highly consultative role for someone who thrives in complex account environments, enjoys digging deep into customer organizations, and can confidently navigate both business and technical conversations. You’ll partner across Sales Engineering, Customer Success, and leadership teams to drive measurable growth within an established portfolio while helping customers maximize the value of Nextiva’s Unified-CXM platform.

What You’ll Do:

• 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.
• Use AI-enabled tools and workflows to improve account research, account planning, outbound messaging, pipeline development, and overall productivity.
• Experiment with and adopt emerging AI workflows that improve productivity, customer intelligence, and strategic account execution.

Qualifications

• 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.
• Ability to thrive in fast-moving, evolving environments with ambiguity and changing priorities.
• Willingness to travel approximately 25% for customer meetings and strategic engagements.
• Demonstrated experience using AI tools in day-to-day workflows for research, communication, account strategy, workflow automation, or sales productivity improvements.

Preferred Qualifications

• Experience in startup or high-growth technology environments.
• Experience managing strategic accounts with 2,500+ employee organizations.
• Background in both hunting and farming sales motions within existing customer portfolios.
• 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.

Benefits

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

Company Description

Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.