Customer Success Executive

  • Infobip
  • Curitiba, State of Paraná, Brazil
  • 17/11/2021
Full time

Description

You know you are doing a good job when:

Customer Retention and Growth 

  • Manage relationship with customers to maintain overall customer health and growth  
  • Meet and exceed quarterly retention goals 
  • Leverage relationship with the customer to qualify leads and help facilitate cross-sell and up-sell opportunities for the account executive team 
  • Monitor and proactively resolve health risks of assigned accounts   
  • Be a spokesperson for Infobip strategy with the customer – share our digital transformation vision with executives including product investments/roadmap, strategic acquisitions, and partnerships. Help position against competitors in the account.

Customer Satisfaction and Advocacy 

  • Maintain high customer satisfaction and ensure that customers act as Infobip advocates  
  • Organize and orchestrate cross functional resources to fulfill customer requirements, and proactively engage in helping customer business success 
  • Perform regularly scheduled meetings with key stakeholders to ensure customer goals are met  
  • Act as point of escalation when required and help manage customer expectations   
  • Drive customer participation and attendance in business related events/webinars or other promotive activities 

Product Usage and adoption 

  • Help drive faster return of investment on Infobip solution for customer  
  • Participate in onboarding activities and product demonstrations post purchase 
  • Be the voice of customer back to our Product organization, communicate trending customer feedback and ideas   

Internal initiatives and improvements 

  • Influence the evolution of how Infobip provides end-to-end customer experience by continuously giving additional customer perspective to the internal stakeholders  
  • Participate in global customer success community through knowledge sharing and cross-regional transfer of successful practices 

Continuous Education 

  • Participate in Continuing Education sessions  
  • Be fully versed on Infobip products, platform, and integrations  
  • Have an excellent overview of business, competition, and latest industry trends 

Qualifications

More about you:

  • Experience with customer journey is a must.
  • Experience with IT/Telco industry working with SaaS, CPaas or PaaS is a plus.
  • Written and verbal fluency in English is mandatory.
  • Strong analytical and organizational skills, with a systematic approach to problems.
  • Customer Centric Business oriented in order deliver and increase results 
  • Excellent teamwork enabling you to form effective working relationships with people at all levels.

Additional Information

Why our employees choose us (and stay)?

  • Learn as you grow – Starting from an on-boarding program, to internal education, education resources, e-learning to external educations, we invest heavily in employee learning and development.
  • Opportunity Knocks. Often. – Being a part of a growing company in a growing industry – we challenge you not to grow! Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve.
  • Never a dull moment – We work with powerful companies with great impact, which pushes us to work on the highest possible level. Work on uncharted challenges and push boundaries on a daily basis.
  • Great environment – Team spirit, passion, creativity and persistence are the drivers of our company.
  • Pay & Perks – Competitive salary, health benefits, travel allowance, a team taking care of all the equipment you need, team buildings and other organized activities, a kitchen stocked with the usual suspects... Talk about a balanced lifestyle!

We do not ask for any fees (refundable or non-refundable) at any stage of the job application and or recruitment process. We, therefore, appeal to job seekers not to respond to any such requests.

No