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Customer Success Manager

2 meses atrás

Curitiba, Paraná, Brasil Infobip Tempo inteiro
Customer Success Executive

At Infobip, we're passionate about delivering exceptional customer experiences. As a Customer Success Executive, you'll play a vital role in ensuring our clients achieve their business goals through our innovative cloud communication platform.

Responsibilities
  • Develop and maintain strong relationships with assigned customers to drive overall customer health and growth.
  • Act as a single point of contact for all SaaS matters, maximizing SaaS product adoption and platform usage.
  • Collaborate with cross-functional teams to fulfill customer requirements and proactively engage customers to achieve business success.
  • Communicate customer feedback and ideas to our Product SaaS organization, driving product development and improvement.
  • Help customers achieve faster return on investment on Infobip SaaS solutions, reducing time-to-value.
  • Onboard additional users and business units through SaaS product demonstrations.
  • Monitor and proactively resolve SaaS health risks for assigned accounts, implementing risk mitigation plans.
  • Maintain high customer satisfaction and ensure customers act as Infobip advocates.
  • In partnership with internal teams, leverage customer relationships to identify and acquire SaaS cross-sell opportunities.
  • Assist the Customer Growth Executive in driving SaaS cross-sell opportunities with existing pure CPaaS customers.
  • Participate in SaaS product feature updates and product demonstrations post-purchase.
  • Ensure high SaaS renewal rates and meet quarterly retention, usage, adoption, and CSQL KPIs for assigned clients.
Requirements
  • Bachelor's Degree in Business, Management, Communications, IT, Telecommunications, or related field.
  • Minimum years of experience in Enterprise Key Account Management, Customer Success, Client Relations, Professional Services, Consultancy, or Business Development.
  • Customer retention and growth experience.
  • Experience dealing and presenting to C-Level executives.
  • Understanding of the customer journey.
  • Customer satisfaction-oriented.
  • Exceptional professional communication skills.
  • Strong administration, analytical, and organizational skills.
  • Strong networking and relationship-building skills.
  • Preferably experienced in the SaaS industry.
  • Self-driven, able to work independently, and a good team player.
  • Excellent written and verbal communication skills in English.
What You'll Get

As a part of Infobip, you'll enjoy:

  • Award-winning clients – We partner with leading mobile operators, OTTs, brands, banks, social networks, aggregators, and more.
  • Opportunities to grow – Being part of a growing company in a growing industry, we challenge you to grow horizontally, vertically, or angularly.
  • Learning and development – Starting with a fantastic onboarding program, internal education, education resources, e-learning, and external educations, we invest heavily in employee learning and development.
  • Global connections – Work with people from all over the world, and experience the true meaning of globalization.
  • Competitive compensation and perks – Enjoy a competitive salary, team support for equipment, team building, and other organized activities.