Customer Success Executive

2 weeks ago

Kuala Lumpur, Malaysia Infobip Ltd Full time

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 70+ 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 globally.

Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

Customer Relationship Management
- 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.

SaaS Adoption & Maintenance
- 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.

Growth and Retention
- 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.

Continuous Development
- 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.

Job Requirements
- 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 organisational 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
- You have excellent written and verbal communication skills in English
- Outstanding communication and negotiation skills toward your clients, partners, and colleagues

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 knock

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