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 70+ offices on six continents, Infobip’s 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 globally.
Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.
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, following with NRR, tier2 to tier1 transitions…).
- Work closely with Customer Success for existing and future SaaS business.
- In cooperation with TAA, 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 minimalize 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.
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, Technical Account Administration, 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.
- Participate in continuing education sessions.
- Get familiar with Infobip products, platform, and relevant markets.
- Get familiar with client`s business and ways they (can) use Infobip.
Job Requirements
Bachelor's degree in Business, Management, Communications, IT, Telecommunications, or other related degree; or equivalent combination of education and experience.
At least 5 years of experience in B2B enterprise key account management, customer success, client relations, professional services, consultancy, or business development.
SaaS industry experience is a plus.
Exceptional professional English communication skills.
Strong administration, analytical and organizational skills, with a systematic approach to problems.
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.
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