Mid Market Customer Growth Associate

Working at Infobip means being part of something truly global. With 75 offices across six continents were not just building technology were shaping how more than 80% of the world connects and communicates.

As employees we take pride in contributing to the worlds largest and only full-stack cloud communication platform. But its not just what we do its how we do it: with curiosity passion and a whole lot of collaboration.

If youre looking for meaningful work and challenges that grow you in a culture where people show up with purpose this is your opportunity.

Lets build whats next together.

Purpose:

The Mid-Market Customer Growth Associates role is to drive client satisfaction retention and growth by managing client relationships meeting performance goals ensuring proper account setup and risk management analyzing client data coordinating with internal teams and continuously developing skills and knowledge. This position is entry level position in Customer growth and its goal is achieving business growth through effective client management and collaboration across various functions within the organization.

Success Metrics:

1. Gross Profit and Margin Percentage

Gross Profit: Measures the profitability of services provided to clients.

Margin Percentage: Indicates the efficiency in generating profit from sales.

2. Net Revenue Retention (NRR)

Reflects the revenue retained from existing clients including upsells expansions and churn demonstrating client satisfaction and growth.

3. Client Retention Rate

The percentage of clients retained over a specific period indicating the success in maintaining ongoing relationships.

4. Product and Service Adoption Rates

Measures the frequency and extent of clients using the companys products and services including the adoption rate of new features showing client engagement and satisfaction.

5. Cross-Sell/Up-Sell Gross Profit

Customer Orientation

• Start building and maintaining trusted relationship with assigned (Tier 2) clients to achieve overall customer health and growth.
• 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). Learn how to coordinate different teams.
• Work on meeting and exceeding quarterly KPIs to ensure overall business growth for assigned clients (gross profit margin% and cross-sells as the most important metrics followed by NRR tier2 to tier1 transitions).
• Ensure clients account is properly set-up 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.
• Collaborate closely with the Self Service team when transitioning customers to Self Service or upgrading them to Managed services. Ensure a thorough internal handover with the Self Service team and a smooth handoff with the customers.

Internal initiatives

• Use Infobips internal tools in order to setup accounts monitor and troubleshoot clients traffic (Qlik SU SF).
• Cooperate with all internal teams helping fulfilling clients requirements (Customer Success Sales Engineers Customer Support CPaas Registrations Platform Operations Customer Analyst Procurement Revenue Assurance). Learn how to best work with them.
• Update all activities regarding client engagements and opportunities in dedicated tools (SF).

Continuous Development

• Team Collaboration: Learn to be a cooperative team player.
• Education and Training: Participate in ongoing education sessions including running meetings and holding presentations to enhance skills and knowledge.
• Product and Market Knowledge: Continuously learn about the companys products platforms relevant markets and clients businesses and how they use the companys services.

Diversity drives connection

Infobip is built on diverse backgrounds perspectives and talents. Were proud to be an equal-opportunity employer and are committed to fostering an inclusive workplace.

No matter your race gender age background or identity if you have the passion and skills to thrive theres a place for you here.

All qualified applicants will receive consideration for employment without regard to race color ancestry religion age sex sexual orientation gender gender identity national origin citizenship disability veteran status or any other part of ones identity.