Customer Success Executive, Infobip
French Speaker
Full-stack communications platform as a service
Be an early applicant
Full-stack communications platform as a service
1001+ employees
Be an early applicant
1001+ employees
Company mission
To provide accessible, innovative global communication technology that creates seamless interactions between businesses and people across the globe.
Role
Who you are
- Bachelor's Degree in Business, Management, Communications, IT, Telecommunications, or other related degree; or equivalent combination of education and experience
- Min. 5 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 organizational 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
- Excellent written and verbal communication skills in English and French (both required); Spanish is considered an asset
- Outstanding communication and negotiation skills towards your clients, partners, and colleagues
What the job involves
- Build and maintain trusted relationship with assigned customers to achieve overall customer health and growth (regular meetings, share Infobip strategy and roadmap, help position against competitors)
- Serve as a focal point of contact for all SaaS matters to maximize SaaS product adoption and platform usage
- Organize and orchestrate cross functional resources (inside and outside Squads) to fulfill customer requirements, and proactively engage and help customer achieve business success
- Be the voice of customer back to our Product SaaS organization, communicate trending customer feedback and ideas
- Drive customer participation and attendance in business related events/webinars or other promotive activities (case study, testimonials, ROCCO, product discovery, events)
- Infobip policy updates
- Together with the Customer, define SaaS adoption plan for the first 90 days with Infobip
- Analyze customer data (package purchased vs. utilized, Portal user behavior) to improve customer experience and increase SaaS feature utilization
- Help drive faster return on investment on Infobip SaaS solutions for customer (decrease time-to-value)
- Onboard additional users and business units by holding SaaS product demonstrations for customers
- Own and create success plans for Infobip SaaS customers after the first 90 days
- Monitor and proactively resolve SaaS health risks of assigned accounts (risk mitigation plan)
- Maintain high customer satisfaction and ensure that customers act as Infobip advocates
- In partnership with internal cross-functional teams (inside and outside Squads), leverage relationship with the customer to identify and acquire SaaS cross-sell opportunities
- Assist the Customer Growth Executive while driving SaaS cross-sell opportunities with existing pure CPaaS customers’ base
- Participate in SaaS product feature updates and product demonstrations post purchase
- Ensure high SaaS renewal rate
- Ensure that quarterly retention, usage, adoption and CSQL (Customer Success Qualified Leads) KPIs are met for assigned client base
- Together with Customer Growth Executive, compile the relevant information to conduct customer business reviews
- 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
- Work hand in hand with the Customer Growth Executive and Product Sales Expert in ensuring the defined goals
- Have an excellent knowledge of Infobip products, platform, and market
- Have an excellent knowledge of client`s use cases
- Have an excellent overview of business, competition, and latest industry trends
- Always be up to date with the overview of business, competition, and latest industry trends
Our take
The increasingly digital nature of how businesses connect with their customers brings new opportunities. Each customer touchpoint is an opportunity to augment and analyse user interactions with newfound precision.
Infobip helps companies take on this gargantuan task with a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale, with easy and contextualised interactions over customers’ preferred channels.
The company prides itself on its ability to help partners overcome the complexity of consumer communications, grow their business, and increase loyalty – all in a fast, secure and reliable way.
The biggest challenge for the company will be continuing to ensure that its comprehensive suite of products provides a more attractive option than a raft of specialised startups taking on individual challenges in the space like customer onboarding and real-time assistance.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (1 round)
Jul 2020
$200m
SERIES A
Total funding: $200m
Company benefits
- Maternity & Paternity Leave
- Work from home opportunities
- Health insurance
- Employee stock option plan
Leadership
Izabel Jelenic
(CTO)Previously Delphi Developer at Pazinka Optima for 1 year and Oracle Developer at Uljanik IRI for 2 years.
Roberto Kutic
(COO)Previously worked at Uljanik Strojogradnja for 12 years, holding various positions such as Project and Design Leader and Management Board Member.
Silvio Kutic
(CEO)Studied Engineering at University of Zagreb.
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