Client Success Manager (Client Relations Management and Retention)

  • Infobip
  • Jakarta, Indonesia
  • 17/11/2021
Full time

Description

Client Success Managers bridge between us and Customer, they guide customers through and from the sales process into the support phase. Rather than functioning as a customer support/service agent, CSMs form a direct relationship with customers and provide them with timely value propositions. This helps customers grow and achieve goals while simultaneously strengthening their relationship with the business.

At Infobip Client Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with high level clients (mostly B2B) to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction of our products.

From pre-sales to post-purchase, CSMs complete a variety of tasks and create a mutually-beneficial relationship for Infobip clients.

Objectives of this Role

  • Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
  • Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
  • Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
  • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
  • Maintain existing customer success metrics and data as directed

Responsibilities of a Client Success Manager

1. Advocate for the company.

Since a CSM works one-on-one with customers, they have an opportunity to significantly influence the customer base. CSM will act as personal cheerleader for our business, explaining to customers why we can meet their specific needs. This positive reputation will not only keep our customers satisfied, but it will also encourage them to refer their friends.

2. Onboard new customers.

Client Onboarding is one of the biggest priorities for CSMs. That's because it's extremely important to educate our customers on how to use our product. Onboarding should focus on features that our clients need to learn, based on the projects they aim to complete. This way, they can get up to speed as fast as possible and be one step closer to achieving their goals.

3. Follow up on renewals.

The job of the CSM is to create loyal, repeat customers instead of one-time users. This is why renewals are key for this position. CSMs should keep track of customer product expiration dates — whether they be monthly, quarterly, or annually — and follow up with customers to renew their contracts to lessen risk potential churn which impacts customer retention rates.

4. Build relationships between customers and the support team.

There are some questions customer that will have that are not the responsbility of CSM such as Technical issues, product capabilities, and basic business questions. We as Client success are the bridge between clients and our internal departments. CSMs should foster relationship between customers and Infobip. This is where CSM becomes both voice from Customers and Infobip to create a long lasting and beneficial mutal relationship

6. Be the voice of the customer.

As someone who works directly with customers, a CSM should feel responsible for advocating Client needs. CSMs should have an in-depth understanding of customer likes and dislikes about our products, which can be discovered through surveys, reviews, referrals, and more. CSMs should organize, analyze, and share this information with other departments to ensure your company's decisions always consider the voice of the customer.

Qualifications

Infobip, a technology and communications company is searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We’re specifically looking for a Client Success Managers who will roll up their sleeves and be a key member of our team, demonstrate the company's customer success strategies, building strong relationships with C-Level Clients and collaborating with cross-functional teams internally to deliver consistently excellent customer experiences.

The Ideal Candidate for the role must possess below criterias:

  • Bachelor's Degree in Business, Management, Communications, IT, Telecommunications, or other related degree; or equivalent combination of education and experience.
  • 7 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 organisational 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.

Additional Information

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.

Why our employees choose us (and stay)?

  • Learn as you grow – Starting from the detailed onboarding program, to internal education, education resources, e-learning to external educations, we invest heavily in employee learning and development.
  • 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.
  • 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.
  • Awesome clients – We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. You can look forward to working with the likes of Viber, Zendesk, O2 and… Seriously, our clients are really cool. Work with the world’s leading companies and impact how they communicate with their users!
  • Pay & Perks – Competitive salary, travel allowances, expatriate compensation packages for your business trips, rewards and holiday bonuses, a team taking care of all the equipment you need, team buildings and other organised activities, company library, organised sports, 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.

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