Senior Customer Success Executive

At Infobip we dream big. We value creativity persistence and innovation passionately believing that it is through teamwork that we can all reach greater heights.

Since 2006 we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 75 offices on six continents Infobips platform is used by almost 80% of the population making it the largest network of its kind and the only full-stack cloud communication platform globally.

Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

The Senior Customer Success Executive is responsible for strategically managing and growing relationships with Tier 1 clients ensuring their satisfaction retention and business growth. This involves a high level of client engagement coordination of internal teams proactive risk management and continuous innovation to meet and exceed clients expectations and companys performance metrics.

Main responsibilities

• Build and maintain trusted relationships with assigned customers (Tier 1) to achieve overall customer health and growthby expanding the existing client database x-selling to existing CPaaS and/or SaaS clients and acquiring new clients if needed to achieve KPIs for growth

• Serve as a focal point of contact for all SaaS matters to maximize SaaS product adoption and platform usage.

• Organize and orchestrate cross-functional resources to fulfill customer requirements proactively engage customers and help them achieve business success.

• Be the voice of customers back to our Product SaaS organization and communicate trending customer feedback and ideas.

• Drivecustomerparticipationandattendanceinbusiness-related events/webinars or otherpromotive activities (case study testimonialsROCCO product discovery events).

• Update all activities regarding client engagements and opportunities in dedicated tools.

• Work closely with Customer Growth for existing and future SaaS business.

• Analyze customer data (package purchased vs. utilized Portal user behavior) to improve customer experience and increase SaaS feature utilization.

• Help drive faster return on investment on Infobip SaaS solutions for customers (decrease time-to-value).

• Onboard additional users and business units by holding SaaS product demonstrations for customers.

• Own and create success plans for Infobip SaaS customers after the first 90 days.

• Monitorandproactively resolve SaaShealth risksofassignedaccounts

• Maintain high customer satisfaction and ensure that customers act as Infobip advocates.

• In partnership with internal cross-functional teams (inside and outside Squads) leverage relationships with the customer to identify and acquire SaaS cross-selland new sellopportunities.

• Assist the Customer Growth Executiveand Account Executivewhile driving SaaS cross-sell opportunities with the existing pure CPaaS customers base.

• Participate in SaaS product featureupdates and product demonstrations post-purchase.

• Ensure a high SaaS renewal rate.

• Ensure that the assigned client bases quarterlyretention usage adoption and CSQL (Customer Success Qualified Leads)KPIs are met.

• Together with the Customer Growth ExecutiveAccount Executive and Partner Development Managercompile the relevant information to conduct customer Oversee the communication between the Customer and Mentee.

• Assist in developing and execution of SaaS adoption plan for Mid-market Customers for adoption and expansion.

Requirements

• Bachelors Degree in Business Management Communications IT Telecommunications or other related fields

• Min. 5 years of experience in B2B Enterprise Key Account Management Customer Success Client Relations Consultancy or Business Development

• Proven experience in Relationship Management

• Experience with Consultive Sales in SaaS companies

• Advanced/Fluent English is a must

When you become a part of Infobip you can expect:
Awesome clients We serve and partner with the majority of the leading mobile operators OTTs brands banks social networks aggregators and many more. Seriously our clients are really cool. Work with the worlds leading companies and impact how they communicate with their users!

Opportunity knocks. Often. Being a part of a growing company in a growing industry we challenge you not to grow! Whether its horizontal vertical or angular we want to support the path that you want to carve.

Learn as you grow Starting with a fantastic onboarding program to internal education education resources e-learning to external educations we invest heavily in employee learning and development.

Connect globally Work with people from all over the world. We put the global in globalization.

Pay & Perks Competitive salary a team taking care of all the equipment you need team building and other organized activities ...

Talk about a balanced lifestyle!