Mid-Market Customer Growth Executive

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Join to apply for the Mid-Market Customer Growth Executive role at Infobip

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, Infobip's 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.
MID MARKET CUSTOMER GROWTH EXECUTIVE
The Mid-Market Customer Growth Executive/ Customer Growth Associate's 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´s main goal is to achieve business growth through effective client management and collaboration across various functions within the organization.
Customer Orientation

• Build and maintain trusted relationship with assigned (top Tier2) 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 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.
• Meet and exceed 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…).
• Work closely with Customer Success for existing and future SaaS business.
• In cooperation with CPaaS Registrations, 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.
• 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

• Have an excellent knowledge of Infobip's internal tools in order to setup accounts, monitor and troubleshoot client's traffic (Qlik, SU).
• 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).
  

Continuous Development

• Promote team spirit. Help mentor and onboard newcomers.
• Product and Market Knowledge: Continuously learn about the company's products, platforms, relevant markets, and clients' businesses and how they use the company's services.
  

Benefits

• Health Insurance 100% covered by infobip
• Dental Insurance
• Life Insurance
• Commuting Allowance (parking slot or Uber)
• Meal Voucher
• Gympass
• Childcare Assisntance
  

Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. That's why Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer.
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 one's identity.
Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Business Development and Sales
• Industries IT Services and IT Consulting and Software Development

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