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.PurposeThe 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.Success MetricsGross Profit and Margin PercentageMeasures profitability of services provided to clients; Margin Percentage indicates efficiency in generating profit.Net Revenue Retention (NRR)Reflects revenue retained from existing clients, including upsells, expansions, and churn, demonstrating client satisfaction and growth.Client Retention RateThe percentage of clients retained over a specific period, indicating success in maintaining ongoing relationships.Product and Service Adoption RatesMeasures frequency and extent of clients using the company's products and services, including adoption of new features.Cross-Sell / Up-Sell Gross Profit Customer OrientationDrive targeted cross-sell and up-sell opportunities to increase gross profit and reinforce customer orientation.ResponsibilitiesStart building and maintaining trusted relationships with assigned (Tier 2) clients to achieve overall customer health and growth.Serve as a focal point for clients regarding meeting their business and technical expectations, including technical escalations, services/product adoption, and communicating customer feedback and ideas to Product teams.Learn how to coordinate different teams.Work on meeting and exceeding quarterly KPIs, ensuring overall business growth for assigned clients (gross profit, margin %, and cross-sells as most important metrics, followed by NRR, tier2-to-tier1 transitions).Ensure client's account is properly set-up, enabling activities based on agreed business scope (account creation, route management, sender registration, content filtration setup and maintenance).Cooperate with Revenue Assurance to monitor and minimize health risks, ensuring financial collections and netting.Analyze and forecast client traffic, take immediate actions to ensure ongoing business growth, minimize losses, and maximize gross profit/revenue.Collaborate closely with the Self Service team when transitioning customers to Self Service or upgrading them to Managed services; ensure thorough internal handover and smooth handoff with customers.Use Infobip's internal tools (Qlik, SU, SF) to set up accounts, monitor, and troubleshoot client traffic.Cooperate with all internal teams to fulfill client 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.Continuous Development: Participate in ongoing education sessions, including running meetings and holding presentations, to enhance skills and knowledge.Learn about the company's products, platforms, relevant markets, and clients' businesses and how they use company services.Team Collaboration: Learn to be a cooperative team player.Diversity & InclusionInfobip 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.BenefitsPerks and benefits of being a Bipper — great work happens when you feel valued, supported, and motivated.That's why our benefits are built to help you thrive — at work and beyond.Enjoy flexible work arrangements, Employee Stock Ownership Plan (ESOP), competitive salary and rewards, and time off when it matters most.Grow your career with internal mobility, mentorship, and global opportunities in our hubs worldwide.Join a company that values your growth, well-being, and success.#J-*****-Ljbffr