Customer Growth Executive

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