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.

CustomerOrientation

• Build and maintain trusted relationship with assigned (Tier1) clients to achieve overall customer health and growth (regular meetings share Infobip strategy and roadmap help position Infobip against competitors).
• Serve as a focal point for client when it comes to meeting clients business and technical expectations (technical escalations services/product adoption communicate customer feedback and ideasto Product teams). Coordinate different teamsin order tobest serve customer.
• Understand clients structure and processes around choosing/implementing new solutions.
• Meet and exceed quarterly KPIs to ensure overall business growth for assigned clients (gross profit margin% and cross-sells as the most important metrics).
• Work closely with Customer Success for existing and future SaaS business.
• In cooperation withCPaaSRegistrations ensure clients account is properly set-up / collaborate with Platform Operations teams to arrange setup which enables clients activities based on agreed business scope (account creation and set-up route management sender registration allowed content filtration setup and maintenance).
• In cooperation with Revenue Assurance monitor and take actions to minimize health risks (actively involve ensuring financial collections and netting).
• Analyze and forecast clients traffic take immediate reactions to ensure ongoing business growth minimize losses and maximize GP/revenue.

Internalinitiatives

• Power user help improve Infobips internal tools for account setup traffic monitoring and troubleshooting (Qlik SU) by providing constructive feedback and ideas.
• Coordinate internal teams to timely fulfill clients requirements (Customer Success Sales Engineers Customer SupportCPaasRegistrations Platform Operations Customer Analyst Procurement Revenue Assurance).
• Update all activities regarding client engagements and opportunities in dedicated tools (SF).
• Influence Infobips ever-evolving end-to-end customer experience by grasping and continuously promoting clients perspective to the internal stakeholders.

ContinuousDevelopment

• Promote team spirit and nourish critical thinking.
• Help mentor and onboard other team members and newcomers.
• Have an excellent knowledge of Infobip products platform and relevant markets.
• Have an excellent knowledge of clients business and ways they (can) use Infobip.
• Beupto datewithindustrytrendsandcompetition.Stayalwayson topwithcompetitionandlatestindustrytrends.

Requirements

• Bachelors Degree in Business Management Communications IT Telecommunications or other related degree; or equivalent combination of education and experience
• Min. 4 years of experience in B2B Enterprise Key Account Management Customer Success Client Relations Professional services Consultancy or Business Development
• Customer retention and growth experience
• Experience in Dealing & Presenting to C-Level
• Understand Customer Journey
• Customer satisfaction oriented
• Exceptional professional communication skills
• Strong administration analytical and organisational skills with a systematic approach to problems
• Strong networking & relationship building skills
• Preferably experienced in SaaS industry
• Self-driven able to work independently as well as a good team player
• You have excellent written and verbal communication skills in English
• Outstanding communication and negotiation skills towards your clients partners and colleaguess

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!