Manager, Professional Services Concierge Onboarding

**Manager, Professional Services Concierge Onboarding**

at Nextiva Scottsdale, AZ At Nextiva, we create connected communication tools that help businesses stay in touch with their customers and teams. Over 100,000 companies rely on Nextiva for phone service and customer management tools. Were not your parents phone company.

Founded in 2008, Nextiva took on the trillion-dollar telecom industry and succeeded in changing the game by making technology more accessible and affordable for everyone. Companies solve their toughest challenges using our VoIP innovations and signature Amazing Service.

Today, Nextiva is the fastest-growing, privately held provider of cloud communications. We dont study industry trends; we create them. Business leaders look to Nextiva to equip their teams in the office and while working from home. Nextiva is not just a tech company were the backbone of the economy.

By joining our global team, youre saying yes to an opportunity to be part of a tech company with massive growth potential and exciting opportunities ahead.

**Were actively looking for amazing people like you to join our team!**

The Manager, Professional Services - Concierge Onboarding is responsible for the Professional Services team tasked with the delivery of Nextivas UCaaS solutions to upmarket / Enterprise customers. The manager is responsible for ensuring that all implementations are responded to and completed timely (On Time Delivery KPI) while delivering an amazing customer service experience. This role is also responsible for aligning departmental goals with company objectives, key performance indicators, and strategic anchors.

A key role for this leader is to be a champion of customer concerns and ensure details are professionally and adequately managed by the implementation team of Technical Account Managers. This leader will oversee, support, nurture, and help the technical delivery team solve implementation related escalations and ensure on time delivery by removing road blocks where able. Implementation Services are the basis for a amazing first relationship with the customer business and IT team and this manager should execute competent plans to promote customer success while maintaining discipline over project scope and delivery.

**Key Responsibilities:**

* Manage, Collaborate and Lead a team of Technical Account Managers

* Develop best practice internal policies and procedures to ensure both customer success and the success of the organization

* Manage, Create and Report on Key Performance Indicators (KPIs) specific to the team such as On Time Delivery, Time to Value, Meeting Project Success Criteria, Project throughout, and time reporting analysis.

* Maximize department success by training, guiding and mentoring team members in accordance with organizational policies and applicable laws.

* Work closely with Sales & Account Management teams on pre/post sale implementations and opportunities as well as post mortem for continual process improvement.

* Conduct presentations for internal and external customers

* Comfortable interfacing and presenting to executives and C-level staff

* Help team with delivery workloads when able.

* Modest travel may be required (no more than 25%)

**Qualifications:**

* 2+ years in a leadership/management role

* 5+ years working in a customer service, consulting, or technical capacity

* Experience in the Information Technology / Professional Services

* Bachelor's Degree or equivalent experience

* Excellent oral and written communication skills

* Proficient in MS Office / Google Suite

* Good presentation and visual demonstration skills

* Must be able to coordinate across various groups and functional teams

* Basic understanding of capacity modelling / resource utilization.

**Preferred Qualifications:**

* Experience with UCaaS, SaaS and other technology delivery practices

* Experience with pricing models related to paid-for services

* Experience with SalesForce Sales Cloud, Service Cloud, and related PSA software.

Nextiva is a trailblazer in the Voice over IP () and Unified Communications as a Service () industries. Were outpacing our competitors, and its an exciting time to join our team. If youre looking to join a fast-paced tech company with massive potential, Nextiva is the place for you. Our 1,000+ team members worldwide embrace our promise of Amazing Service. Were passionate about upholding our energetic culture of forward-thinking, caring, and simplicity. Nextiva seeks diverse individuals who share our values and vision to help take us to the next level. Nextiva provides an impressive benefits package and has a resilient company culture. Glassdoor named us one of the Best Places to Work in 2020 nationwide. Employees rate Nextiva a 4.9/5 on Comparably, and weve earned many more accolades along the way.

Help us redefine the future of business communications. Apply today!

*Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.* *Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit* .

*#LI-SP1, #LI-Remote*

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