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 75+ offices on six continents, Infobip’s platform is used by almost 80% 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.

The Mid-Market Customer Success Analyst 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.

Essential Functions

• Revenue retention and growth for assigned base of customers

• Onboard newly assigned accounts

• Execute contract renewals

• Serve as escalation point for customers and agents across all functional areas including Tech Support, Billing, Engineering and Service Delivery

• Customer communications for decommissioned services

• Drive self-service model to agents and customers to adopt and utilize Peerless Portal

• Input and maintain Salesforce data 

• Attend departmental weekly (or biweekly) team meetings 

• Participate in sales strategy and planning meetings as necessary

• Perform additional sales support duties, as required, that help the company meet and exceed sales goals and objectives

Required Knowledge and Experience

• Strong professional verbal and written communication skills

• Attention to detail

• Ability to prioritize and manage time effectively

• Disciplined and rigorous approach to organization

• Ability to work independently

• Accountability and ownership

• Ability to develop rapport and maintain strong working relationships with internal

• and external clients

• Ability to respond quickly in a fast-paced environment

• Aptitude and desire to learn and maintain technical knowledge

• Presentation skills

• Ability to collaborate and work successfully with teams

Minimum Qualifications

• Advanced English Level required.

• Ability to use personal computer and tools like Salesforce and Microsoft Office Suite.

• At minimum moderate ability, but high aptitude to collect, maneuver and interpret large data sets across multiple systems

• Attention to detail

• Familiarity with CRM and high aptitude for system capabilities

• Strong professional verbal and written communication skills

• Ability to prioritize and manage time effectively

• Disciplined and rigorous approach to organization

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and requirements. The job description is reviewed regularly and can be changed at any time.

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