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Infobip · 20 hours ago

Customer Growth Executive

Jersey City, NJ

Full-time

Hybrid

Entry, Mid Level

$70K/yr - $105K/yr

Infobip is a global leader in cloud communication technology, committed to shaping how the world connects. The Customer Growth Executive role focuses on driving customer satisfaction, retention, and growth for Tier 1 and Tier 2 clients through building relationships and enhancing client engagement strategies.

Enterprise SoftwareInternet of ThingsMessagingMobile AppsSaaSTelecommunications

Responsibilities

Build and maintain trusted relationship with assigned clients to achieve overall customer health and growth (regular meetings, share Infobip strategy and roadmap, help position Infobip against competitors)

Proactively search for new opportunities how we can increase customer spend and xsell into new use cases, portfolios, services

Serve as a focal point for client when it comes to meeting client’s business and technical expectations (technical escalations, services/product adoption, communicate customer feedback and ideas to Product teams). Coordinate different teams in order to best serve customer

Understand client’s structure and processes around choosing/implementing new solutions

Meet and exceed quarterly KPIs, to ensure overall business growth for assigned clients (gross profit, margin% and cross-sells as the most important metrics)

In cooperation with supporting departments, 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 minimize 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

Power user, help improve Infobip’s internal tools for account setup, traffic monitoring and troubleshooting (Qlik, SU) by providing constructive feedback and ideas

Coordinate internal teams to timely fulfill client's requirements (Customer Success, Sales Engineers, Customer Support, CPaas Registrations, Platform Operations, Customer Analyst, Procurement, Revenue Assurance)

Update all activities regarding client engagements and opportunities in dedicated tools (SF)

Influence Infobip’s ever-evolving end-to-end customer experience by grasping and continuously promoting client’s perspective to the internal stakeholders

Promote team spirit and nourish critical thinking

Help mentor and onboard other team members and newcomers

Have an excellent knowledge of Infobip products, platform, and relevant markets

Have an excellent knowledge of client`s business and ways they (can) use Infobip

Be up to date with industry trends and competition. Stay always on top with competition and latest industry trends

Qualification

Client relationship managementCross-sellingUpsellingAccount managementPerformance metrics analysisTechnical product knowledgeTeam coordinationIndustry trend awarenessCritical thinkingMentoring

Required

Proactively search for new opportunities how we can increase customer spend and xsell into new use cases, portfolios, services

Serve as a focal point for client when it comes to meeting client's business and technical expectations (technical escalations, services/product adoption, communicate customer feedback and ideas to Product teams)

Coordinate different teams in order to best serve customer

Understand client's structure and processes around choosing/implementing new solutions

Meet and exceed quarterly KPIs, to ensure overall business growth for assigned clients (gross profit, margin% and cross-sells as the most important metrics)

In cooperation with Revenue Assurance, monitor and take actions to minimize 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

Power user, help improve Infobip's internal tools for account setup, traffic monitoring and troubleshooting (Qlik, SU) by providing constructive feedback and ideas

Update all activities regarding client engagements and opportunities in dedicated tools (SF)

Influence Infobip's ever-evolving end-to-end customer experience by grasping and continuously promoting client's perspective to the internal stakeholders

Promote team spirit and nourish critical thinking

Help mentor and onboard other team members and newcomers

Have an excellent knowledge of Infobip products, platform, and relevant markets

Have an excellent knowledge of client`s business and ways they (can) use Infobip

Be up to date with industry trends and competition. Stay always on top with competition and latest industry trends

Benefits

Medical, Dental, and Vision insurance

Basic life insurance

401(k) plan participation with company match

Short-term and long-term disability insurance

Wellness plan of up to $500/year pro-rated based on hire date

PTO: Accrual of up to twenty-three (23) vacation days per year, accrual of up to nine (9) sick days per year, plus carryover of up to nine (9) sick days annually

Additional leave time for marriage, relocation, bereavement, and other major life events

Twelve (12) weeks of paid parental leave

Participation in employee share ownership plan (ESOP)

Fourteen (14) paid holidays annually