Summary
Overview
Work History
Skills
Certification
Timeline
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Brian A. Massy

Coolidge,AZ

Summary

Customer Success and Sales Professional with a proven track record of fostering client loyalty and driving business growth. Expertise in implementing targeted strategies that enhance customer satisfaction, effectively resolve escalations, and maximize account revenue. Committed to building strong relationships that exceed client expectations, ensuring long-term success for both clients and the organization. Passionate about leveraging insights to create impactful solutions that contribute to overall business objectives.

Overview

32
32
years of professional experience
1
1
Certification

Work History

Senior Mid-Market Customer Relationship Manager

Nextiva - $350M (AI-Powered Unified Communications)
01.2017 - 01.2025
  • Drove revenue growth and client satisfaction across a $4M ARR portfolio
  • Secured multi-year recurring revenue renewals (up to $90k TCV each)
  • Grew wallet share by strategically identifying and capitalizing on cross-sell/upsell
  • Expanded a law firm account from $24,000 ARR to over $60,000 ARR
  • Resolved complex client issues/escalations to maximize client retention
  • Maintained average churn of 1% or less w/NRR up to 101.5%
  • Conducted QBRs to build strong relationships with clients and Channel Partners
  • Engaged with key internal teams to drive success for clients and Channel Partners

Inside Sales-Account Executive
01.2016 - 01.2017
  • Secured multi-year UCaaS/CCaaS contracts with new logo SMB/Midmarket
  • Negotiated multiple new logo deals $1k+ MRR each
  • Attained new logo multi-state memory care facility $40,000+ contract
  • Acquired new accounts via warm leads, cold leads, and referrals

Account Manager

Area-Wide Technologies (Servers/Storage | MSP | Cybersecurity)
01.2006 - 01.2016
  • Acquired new clients (hunting) while strengthening relationships w/SMB accounts
  • Sold complex Managed Services recurring revenue agreements and IT projects
  • Secured new logo client leading to $200k+ revenue (initiated from cold call)
  • $12k consulting agreement (Auto Industry) and $30k Data Storage device (Bank)

Sales Representative

CDS Office Technologies (Network Services | Servers | Voice)
01.2003 - 01.2005
  • Manage existing base of SMB clients as well as new business development
  • Secured largest services contract when competing against national competitor
  • Sold the Company’s first Cisco IP Call Center Project

Sales Representative

CT-Innovations (Business Communications Provider)
01.2002 - 01.2003
  • Drove sales of Voice Communications Solutions SMB market (hunting Role)
  • Closed 65-phone project w/Unified Messaging and 26-phone project with CPA firm

Sales Representative

BCSC Technology Solutions (Web Services | Network Services)
01.2000 - 01.2002
  • Negotiated/secured contracts for Network Services with new/existing K-12 clients
  • Won multiple six-figure computer and services contracts

Sales Representative

Premier Data Solutions (Cisco | HP | IBM | Microsoft)
01.1993 - 01.2000
  • Established new office in Danville, IL, with $1M sales in first 24 months
  • Grew sales to over $1.8 Million the following year

Skills

  • Customer relationship management
  • Customer-focused approach
  • Problem and Escalation Management
  • Strategic planning
  • Cross-Sell/Upsell
  • Cross-functional teamwork
  • Client account management
  • Proficient in SalesForce, Totango
  • Thorough investigative research
  • Training and mentoring

Certification

  • Customer Success Master Class Certificate (udemy)
  • Customer Success Foundations Professional Certificate (ChurnZero)

Timeline

Senior Mid-Market Customer Relationship Manager

Nextiva - $350M (AI-Powered Unified Communications)
01.2017 - 01.2025

Inside Sales-Account Executive
01.2016 - 01.2017

Account Manager

Area-Wide Technologies (Servers/Storage | MSP | Cybersecurity)
01.2006 - 01.2016

Sales Representative

CDS Office Technologies (Network Services | Servers | Voice)
01.2003 - 01.2005

Sales Representative

CT-Innovations (Business Communications Provider)
01.2002 - 01.2003

Sales Representative

BCSC Technology Solutions (Web Services | Network Services)
01.2000 - 01.2002

Sales Representative

Premier Data Solutions (Cisco | HP | IBM | Microsoft)
01.1993 - 01.2000

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Brian A. Massy