CX Specialist, Strategic Accounts

Redefine the future of customer experiences. One conversation at a time.

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 re