Mid Market Customer Growth Associate
hace 4 semanas
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 Associate 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 Associate, you will partner with internal cross-functional teams to understand customer goals and key performance metrics while exceeding goals throughout the customer life cycle. You will also be responsible for the retention, adoption, and expansion of Infobip services with an 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 Associate, you will be responsible for:
Customer Orientation:
- Learn how to build and maintain trusted relationships with assigned (Tier 2) clients to achieve overall customer health and growth.- Serve as a focal point for clients when it comes to meeting clients' 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:
- At least 1-3 years of experience in commercial or account managment roles (Farmer) preferably in the technology, CPaaS or SaaS industry.- Advanced English Level (mandatory).- Proven success in building and maintaining successful relationships with customers.- Team player with strong interpersonal, communication, and collaboration skills.- Ability to work independently, as well as collaboratively in a team environment.- Comfortable working in virtual teams and collaborating internationally.- Experience with Salesforce or other CRM software is a plus.
- 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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