Mid Market Customer Growth Executive

hace 3 semanas

Bogota, Colombia Infobip Ltd A tiempo completo

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 60+ 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 (CPaaS) globally.

Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

Mid-Market Customer Growth Executive is an individual contributor focused on segment customers (Tier 2) or a certain industry. The purpose of the Customer Growth team is to create, nurture, constantly enhance, and develop relationships with our existing clients, caring about their objectives, and demonstrating that we are dedicated to fulfilling them.

As a Mid-Market Customer Growth Executive, you will partner with internal cross-functional teams to understand customer goals and key performance metrics while exceeding goals throughout the customer life cycle. Mid-Market Customer Growth Executive is responsible for the retention, adoption, and expansion of Infobip services with the assigned base of customers. The top priority for this role is to ensure a high-quality experience for our customers, resulting in their satisfaction and advocacy.

As a Mid-Market Customer Growth Executive you will be responsible for:
Customer Orientation:
- Learn how to build and maintain 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, following with NRR, tier2 to tier1 transitions).- Learn how-to and 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 mínimalize 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.- Develop forecast accuracy skills to guarantee Revenue and GP income.

Internal initiatives:
- Learn how to use Infobip’s internal tools to setup accounts, monitor and troubleshoot client's traffic (Qlik, SU, SF).- Get to know all internal teams helping fulfilling client's requirements (Customer Success, Sales Engineers, Customer Support, Technical Account Administration, 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).

Qualifications:
- Excellent communication skills. Advanced English Level (mandatory).- 3-5 years of strategic account management, business development or sales experience preferably in the technology, CPaaS or SaaS industry.- Experience in growing complex sophisticated B2B tech accounts.- Proven success in building and maintaining successful relationships with customers.- Exceptional ability to run and grow internal and external resources and cross functional relationships.- Proven track record of constantly exceeding revenue targets and driving business growth.- Experience with Salesforce or other CRM software is a plus.- Excellent presentation skills and taking the lead with pitches, proposals, and QBRs.- Team player with strong interpersonal, communication, and collaboration skills.- Strong data, analytical and problem-solving skills- Ability to work independently, as well as collaboratively in a team environment.- Comfortable working in virtual teams and collaborating internationally.
- 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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