Director, Customer Lifecycle Management

It’s about more than the right fit. We’re looking for the right connection.
At Nextiva, it’s our team members that make Nextiva a great place to work. Nexties are smart, driven, and the best in class at what they do. We’re changing the game in the software industry with the first of its kind, conversation-centric work hub that unifies team collaboration, customer management & engagement in ONE single application.
Since its founding in 2008, more than 100,000 companies rely on Nextiva for customer and team communication. We believe in the power of strong connections; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other.
Build Amazing - Deliver Amazing - Live Amazing - Be Amazing
Looking for a creative operator to develop and drive Nextiva’s Customer Lifecycle Management strategy, cultivating relationships and driving action with leads and prospects. Using web, email, SMS, in-product messaging, and digital remarketing tools, the Director will develop and execute comprehensive strategies that communicate Nextiva’s unique ability to use communication tools to transform business outcomes.
Key Responsibilities

• Build programs to drive utilization, purchases and upgrades.
• Oversee the strategy, execution and email operations for Nextiva’s evolving customer lifecycle management program.
• Work closely with Analytics, Sales, Service and Product to develop segmentation programs that drive action and results.
• Manage and develop a team of communications and automation professionals
• Align with Communications teams deliver learnings and recommendations to improve the customer experiences, acting as our Voice of Customer (VoC).
• Oversee technical aspects and operations related to the SalesForce Marketing Cloud, including integrations, data availability and validation, automations, and tracking.
• Establish and hit targets and KPIs for communications, conversions, actions and revenue.
• Drive a culture that focuses on continual improvement, rapid testing and iterating, and creative problem solving–balancing risks and rewards to transform the business.
• Regularly release action-oriented analysis--that incorporates quantitative and qualitative insights into programs, performance, challenges and opportunities.
• Design killer promotional campaigns that prompt engagement and action among prospects and customers alike.
• Align with Sales, Direct Marketing and Channel Marketing teams to improve lead to sale conversions by developing and testing programs that align segments and messaging with targeted outcomes.
• Collaborate closely with other Marketing teams, including Digital Acquisition, affiliates, and channel teams to develop and deliver on an integrated Demand Generation plan.
• Develop and test the efficacy of customer journeys to drive better conversions of prospects to customers; improved onboarding and utilization of new customers; and increased satisfaction, retention and share of wallet for existing customers.
• Collaborate with teams across Marketing, Product, Engineering, and HR to optimize returns and manage internal and external email and communication scheduling.

Qualifications

• Proven record of delivering incremental results
• 8+ years in customer lifecycle management, email marketing
• Plus: international and channel marketing experience
• BA/BS Degree required, Master’s preferred
• Has experience with project integration, execution and implementation
• Has experience working with moving deadlines and can pivot with NEW direction quickly
• Has experience working with personalization and unique customer experiences
• Analytical super powers
• Proficient in key analytic tools
• Keeps clear documentation
• Collaborative and flexible
• Can drive innovation and optimize email performance to enhance speed to market
• Strong understanding of email operations, automations and journeys
• 3+ years working with SalesForce Marketing Cloud
• 5+ years managing teams
• Experience working in business to business SaaS industries, with a strong understanding of SMB behaviors
• Has experience with CCPA, CAN-SPAM and GDRP compliance best practices
• Passion for helping SMBs grow and ensuring their voices are heard

Compensation, Rewards & Benefits
The salary or hourly wage offered by Nextiva to external candidates considers a wide range of factors, including but not limited to skills sets, experience, training, licensure and certifications, etc. Our compensation decisions are dependent on the facts and circumstances of each case. Our estimate of the expected hiring range for the position as posted is $126,000 - $197,000. A different level in the job hierarchy may apply to a specific candidate resulting in a different hiring range.
Nextiva provides a comprehensive employee benefits package that includes medical (including supplemental plans for accident, hospitalization and critical illness), telemedicine, dental, vision, disability, life insurance, legal assistance, an Employee Assistance Plan, paid parental bonding leave, PTO for hourly employees and Flexible Time Off (FTO) for salaried employees, an employee long-term savings plan (401k) through Fidelity with Nextiva matching, comprehensive employee wellness programs and loads of learning and development opportunities which are coupled with career paths to last a lifetime.
Interested in joining our amazing team at Nextiva HQ? Apply today as we launch the future of business conversations! 🚀
To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog.
In 2022, Nextiva has been recognized by Comparably as the ‘Best Place to Work’ in the following categories: Best Company Leadership, Best CEO for Women, Best Global Culture, and Best Places to Work in Phoenix.
Additional workplace awards include 2021 LinkedIn Talent Employee Engagement Champion, Comparably’s Best CEO 2021, Best Company Culture 2021 and 2018, Best Company Compensation 2022, 2021 and 2019, and Glassdoor’s 2020 Best Places to Work.
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 USCIS.