Mid Market Customer Growth Associate

Working at Infobip means being part of something truly global. With 75+ offices across six continents, we're not just building technology — we're shaping how more than 80% of the world connects and communicates.

As employees, we take pride in contributing to the world's largest and only full-stack cloud communication platform. But it's not just what we do, it's how we do it: with curiosity, passion, and a whole lot of collaboration.

If you're looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity.

Let's build what's next, together.

Purpose:

The Mid-Market 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 is entry level position in Customer growth and its goal is achieving business growth through effective client management and collaboration across various functions within the organization.

Success Metrics:

1. Gross Profit and Margin Percentage

Gross Profit: Measures the profitability of services provided to clients.

Margin Percentage: Indicates the efficiency in generating profit from sales.

2. Net Revenue Retention (NRR)

Reflects the revenue retained from existing clients, including upsells, expansions, and churn, demonstrating client satisfaction and growth.

3. Client Retention Rate

The percentage of clients retained over a specific period, indicating the success in maintaining ongoing relationships.

4. Product and Service Adoption Rates

Measures the frequency and extent of clients using the company's products and services, including the adoption rate of new features, showing client engagement and satisfaction.

5. Cross-Sell/Up-Sell Gross Profit

Customer Orientation

• Start building and maintaining trusted relationship with assigned (Tier 2) clients to achieve overall customer health and growth.
• 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). Learn how to coordinate different teams.
• Work on meeting and exceeding 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…).
• Ensure client's account is properly set-up 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

• Use Infobip's internal tools in order to setup accounts, monitor and troubleshoot client's traffic (Qlik, SU, SF).
• Cooperate with all internal teams helping fulfilling client's requirements (Customer Success, Sales Engineers, Customer Support, CPaas Registrations, Platform Operations, Customer Analyst, Procurement, Revenue Assurance). Learn how to best work with them.
• Update all activities regarding client engagements and opportunities in dedicated tools (SF).

Continuous Development

• •Team Collaboration: Learn to be a cooperative team player.
• •Education and Training: Participate in ongoing education sessions, including running meetings and holding presentations, to enhance skills and knowledge.
• •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.

Diversity drives connection

Infobip is built on diverse backgrounds, perspectives, and talents. We're proud to be an equal-opportunity employer and are committed to fostering an inclusive workplace.

No matter your race, gender, age, background, or identity — if you have the passion and skills to thrive, there's a place for you here.

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.