Customer Success Partner

  • Infobip
  • Mumbai, Maharashtra, India
  • 17/11/2021
Full time

Description

Customer Success Executive is an individual contributor role focused on high segment customers on regional level (mostly A regional) or a certain industry. The purpose of this role is to be the trusted advisor to customers while partnering with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout customer life cycle. Customer Success Executive is responsible for retention, adoption, and expansion of Infobip services with assigned base of customers. Top priority for this role is to ensure high-quality experience for our customers, resulting with their satisfaction and advocacy.

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

  • Overall, 5+ years’ experience
  • Graduate
  • Strong understanding of Telecommunication industry
  • Fair understanding of Infobip products.
  • Deep understanding of customers business and industry verticals
  • Should have a strong business outcome mindset
  • Should relate to Customer Experience and be able to channelize the feedback across functions.
  • Project management knowledge

Additional Information

Why our employees choose us (and stay)?

  • Awesome clients – We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. Seriously, our clients are really cool. Work with the world’s leading companies and impact how they communicate with their users!
  • 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.
  • Learn as you grow – Starting from the Academy as an onboarding program, to internal education, education resources, e-learning to external education, we invest heavily in employee learning and development.
  • Connect globally  – Work with people from different countries, participate in the biggest IT and Telecom events, join us in our Summer Connect conference in Croatia. We put the “global” in globalization.
  • Dollars & Sense of Wellness – Competitive salary, health benefits, covered travel expenses, employer paid benefits, flexible work environment, kitchen stocked with the usual suspects plus special requests… 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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