Company DescriptionAt 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, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 60+ offices on six continents, Infobips platform is used by almost 70% of the population, making it the largest network of its kind and the only full-stack cloud communication platform (cPaaS) globally. Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.Why is this role important at Infobip?Customer Success Executiveis an individual contributor role. The purpose of this role is to be the trusted advisor to customers while partnering with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout customer life cycle. Customer Success Executive is responsible for retention, adoption, and expansion of Infobip services with assigned base of customers. Top priority for this role is to ensure high-quality experience for our customers, resulting with their satisfaction and advocacy.Job DescriptionYou know you are doing a good job when:
Customer Retention and GrowthManage relationshipwithcustomerstomaintain overallcustomerhealth and growth Meetand exceedquarterlyretentiongoalsLeverage relationship with the customer to qualify leads and help facilitatecross-sell and up-sellopportunities forthe accountexecutiveteamMonitorandproactively resolvehealthrisksofassignedaccounts Be a spokesperson for Infobip strategy with the customer share our digital transformation vision with executives including product investments/roadmap, strategic acquisitions, and partnerships. Help position against competitors in the account.Customer Satisfaction and AdvocacyMaintain highcustomer satisfactionandensure that customersact asInfobip advocates Organize and orchestrate cross functional resources to fulfill customer requirements, and proactively engage in helping customer business successPerformregularlyscheduledmeetingswithkeystakeholderstoensurecustomer goals are met Actaspointofescalationwhenrequiredandhelpmanagecustomerexpectations Drivecustomerparticipationandattendanceinbusiness relatedevents/webinars orotherpromotive activitiesProduct Usage and adoptionHelp drive faster return of investment on Infobip solution for customer Participate inonboardingactivitiesandproductdemonstrationspost purchaseBe the voice of customer back to our Product organization, communicate trending customer feedback and ideas Internal initiatives and improvementsInfluence the evolution of how Infobip provides end-to-end customer experience by continuously giving additional customer perspective to the internal stakeholders Participate in global customer success community through knowledge sharing and cross-regional transfer of successful practicesContinuous EducationParticipate in Continuing Education sessions Be fully versed on Infobip products, platform, and integrations Have an excellent overview of business, competition, and latest industry trendsQualificationsMore about you:
Experience with customer journeyis a must.Experience withIT/Telco industry working with SaaS, CPaas or PaaSis a plus.Written and verbal fluency in English is mandatory.Strong analytical and organizational skills, with a systematic approach to problems.Customer Centric Business oriented in order deliver and increase resultsExcellent teamwork enabling you to form effective working relationships with people at all levels.
