Infobip is a global leader in cloud communication technology, committed to shaping how the world connects. The Customer Growth Executive role focuses on driving customer satisfaction, retention, and growth for Tier 1 and Tier 2 clients through building relationships and enhancing client engagement strategies.
Responsibilities
- Build and maintain trusted relationship with assigned clients to achieve overall customer health and growth (regular meetings, share Infobip strategy and roadmap, help position Infobip against competitors)
- Proactively search for new opportunities how we can increase customer spend and xsell into new use cases, portfolios, services
- Serve as a focal point for client when it comes to meeting client’s business and technical expectations (technical escalations, services/product adoption, communicate customer feedback and ideas to Product teams). Coordinate different teams in order to best serve customer
- Understand client’s 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)
- In cooperation with supporting departments, ensure client's account is properly set-up / collaborate with Platform Operations teams to arrange setup which enables client's 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 client's traffic, take immediate reactions to ensure ongoing business growth, minimize losses, and maximize GP/revenue
- Power user, help improve Infobip’s internal tools for account setup, traffic monitoring and troubleshooting (Qlik, SU) by providing constructive feedback and ideas
- Coordinate internal teams to timely fulfill client's requirements (Customer Success, Sales Engineers, Customer Support, CPaas Registrations, Platform Operations, Customer Analyst, Procurement, Revenue Assurance)
- Update all activities regarding client engagements and opportunities in dedicated tools (SF)
- Influence Infobip’s ever-evolving end-to-end customer experience by grasping and continuously promoting client’s perspective to the internal stakeholders
- 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 client`s business and ways they (can) use Infobip
- Be up to date with industry trends and competition. Stay always on top with competition and latest industry trends
Skills
- Build and maintain trusted relationship with assigned clients to achieve overall customer health and growth (regular meetings, share Infobip strategy and roadmap, help position Infobip against competitors)
- Proactively search for new opportunities how we can increase customer spend and xsell into new use cases, portfolios, services
- Serve as a focal point for client when it comes to meeting client's business and technical expectations (technical escalations, services/product adoption, communicate customer feedback and ideas to Product teams)
- Coordinate different teams in order to best serve customer
- Understand client's 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)
- In cooperation with supporting departments, ensure client's account is properly set-up / collaborate with Platform Operations teams to arrange setup which enables client's 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 client's traffic, take immediate reactions to ensure ongoing business growth, minimize losses, and maximize GP/revenue
- Power user, help improve Infobip's internal tools for account setup, traffic monitoring and troubleshooting (Qlik, SU) by providing constructive feedback and ideas
- Coordinate internal teams to timely fulfill client's requirements (Customer Success, Sales Engineers, Customer Support, CPaas Registrations, Platform Operations, Customer Analyst, Procurement, Revenue Assurance)
- Update all activities regarding client engagements and opportunities in dedicated tools (SF)
- Influence Infobip's ever-evolving end-to-end customer experience by grasping and continuously promoting client's perspective to the internal stakeholders
- 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 client`s business and ways they (can) use Infobip
- Be up to date with industry trends and competition. Stay always on top with competition and latest industry trends
Benefits
- Medical, Dental, and Vision insurance
- Basic life insurance
- 401(k) plan participation with company match
- Short-term and long-term disability insurance
- Wellness plan of up to $500/year pro-rated based on hire date
- PTO: Accrual of up to twenty-three (23) vacation days per year, accrual of up to nine (9) sick days per year, plus carryover of up to nine (9) sick days annually
- Additional leave time for marriage, relocation, bereavement, and other major life events
- Twelve (12) weeks of paid parental leave
- Participation in employee share ownership plan (ESOP)
- Fourteen (14) paid holidays annually
Company Overview
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