Posted:
5/13/2024, 5:00:00 PM
Location(s):
Mexico City, Mexico City, Mexico ⋅ Mexico City, Mexico
Experience Level(s):
Expert or higher ⋅ Senior
Field(s):
Customer Success & Support ⋅ Sales & Account Management
Responsibilities
Build and maintain trusted relationship with assigned customers to achieve overall customer health and growth (regular meetings, share Infobip strategy and roadmap, help position against competitors).
Serve as a focal point of contact for all SaaS matters to maximize SaaS product adoption and platform usage.
Organize and orchestrate cross functional resources (inside and outside Squads) to fulfill customer requirements, and proactively engage and help customer achieve business success.
Be the voice of customer back to our Product SaaS organization, communicate trending customer feedback and ideas.
Help drive faster return on investment on Infobip SaaS solutions for customer (decrease time-to-value).
Onboard additional users and business units by holding SaaS product demonstrations for customers.
Monitor and proactively resolve SaaS health risks of assigned accounts (risk mitigation plan).
Maintain high customer satisfaction and ensure that customers act as Infobip advocates.
In partnership with internal cross-functional teams (inside and outside Squads), leverage relationship with the customer to identify and acquire SaaS cross-sell opportunities.
Assist the Customer Growth Executive while driving SaaS cross-sell opportunities with existing pure CPaaS customers’ base.
Participate in SaaS product feature updates and product demonstrations post purchase.
Ensure high SaaS renewal rate.
Ensure that quarterly retention, usage, adoption and CSQL (Customer Success Qualified Leads) KPIs are met for assigned client base.
Requirements
Bachelor's Degree in Business, Management, Communications, IT, Telecommunications, or other related degree; or equivalent combination of education and experience
Min. 5 years of experience in B2B Enterprise Key Account Management, Customer Success, Client Relations, Professional services, Consultancy or Business Development
Customer retention and growth experience
Experience in Dealing & Presenting to C-Level
Understand Customer Journey
Customer satisfaction oriented
Exceptional professional communication skills
Strong administration, analytical and organizational skills, with a systematic approach to problems
Strong networking & relationship building skills
Preferably experienced in SaaS industry
Self-driven, able to work independently as well as a good team player
You have excellent written and verbal communication skills in English
Outstanding communication and negotiation skills towards your clients, partners, and colleagues
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.
Website: https://infobip.com/
Headquarter Location: London, England, United Kingdom
Employee Count: 1001-5000
Year Founded: 2006
IPO Status: Private
Last Funding Type: Debt Financing
Industries: Enterprise Software ⋅ Internet of Things ⋅ Messaging ⋅ Mobile Apps ⋅ SaaS ⋅ Telecommunications