Customer Success Team Lead

We're a cloud mobile messaging platform, connecting businesses to half of the world's population and serving 200,000 enterprise clients through 60+ offices on 6 continents.

Our converged communications services bring a mobile dimension to any business. We have leveraged our global connectivity through 800+ operators and local market expertise to allow our wholesale and enterprise clients to easily and successfully run their mobile initiatives around the world.

All our solutions are fully in-house developed, meeting exactly what is needed to establish a state-of-the-art mobile services ecosystem. Through our dedication and passion, we are moving barriers and changing the way people and businesses interact in the ever-changing mobile space.

• Setting KPI targets and keep track of performance
• Cascading information and strategy that was defined on the annual/quarterly/monthly planning’s
• Sharing information about the new internal procedures and new products/services
• Monitoring if the team is keeping clean data in Salesforce
• Preparing and delivering reports to management
• Taking responsibility for customers of his/her team and taking active part in communication and improvement of TOP customer’s relationship
• Measuring customers satisfaction rate for each member of the team 
• Participating in recruitment process, onboarding new team members, providing existing team members with training on customer success and all operational processes
• Developing talents within the team
• Retaining top talents
• Cascading and driving
• OKRs on team level

Hard skills:

• Strong understanding of Telecommunication industry 
• Having strong command over dedicated Market, customers’ business, IP Core and all its services
• Fair understanding of Infobip products
• Should be well versed with ATS (SU, Salesforce, Click Sense)
• Project management
• Customer Service handling should be his/her forte 
• Deep understanding the customers from different verticals

Soft skills:

• Solution selling
• Time management 
• Delegation skills 
• Developing People 
• Leadership Skills 
• Communication Skills 
• Coaching Skills 
• Problems Solving Skills 
• Analytical skills 

Culture and work values:

• Customer Focus
• Proactivity
• Go to person
• Adaptability
• Cooperation and team work
• Focus on achieving company’s goals

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. 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!
• 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, discounted corporate gym memberships, employer paid benefits, flexible work environment, kitchen stocked with the usual suspects plus special requests… Talk about a balanced lifestyle!