Customer Success Executive

  • Munich, Germany
  • Full-time
  • Department: Customer Success Management
  • Office: Munich (Germany)

Company Description

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.

    Job Description

    Customer Success Executive is an individual contributor role focused on high segment customers on regional level 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

    More about you:

    • Strong Customer Success Management experience.
    • Experience working with A2P SMS, Communication Technology, Saas, CCaas, CPaas, Paas or within the IT industry.
    • Experience in dealing with & presenting to C-Level.
    • Understanding of Customer Journey.
    • Exceptional communication skills.
    • Excellent command of MS Office suite, especially MS Excel.
    • Analytical and organisational skills, with a systematic approach to problems.
    • Ability to work individually and in teams across all levels of the organisation.
    • Networking & Relationship building Skills.
    • Bachelor's Degree in Business, Management, Communications, IT, Telecommunications or other related degree; or equivalent combination of education and experience.
    • Written and verbal fluency in English and German.

    Additional Information

    When you become a part of Infobip you can expect:

    • 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 with a fantastic onboarding program, to internal education, education resources, e-learning to external educations, we invest heavily in employee learning and development.
    • Connect globally – Work with people from all over the world. We put the “global” in globalisation.
    • Pay & Perks – Competitive salary, a team taking care of all the equipment you need, team building and other organized activities ... Talk about a balanced lifestyle!

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