Customer Success Executive

7 months 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



  • Kuala Lumpur, Malaysia Agensi Pekerjaan Carpe Diem Executive Sdn Bhd Full time

    _**VERY URGENT!**_ **Key Responsibilities**: Execute programs to identify and nurture customer advocacy. Leverage customer feedback and testimonials to drive business growth and brand loyalty. Lead efforts to minimize churn and maximize customer retention and renewals. Analyze and understand customer health metrics and implement proactive measures to...


  • Kuala Lumpur, Malaysia Agensi Pekerjaan Carpe Diem Executive Sdn Bhd Full time

    _**VERY URGENT!**_ **Key Responsibilities**: Execute programs to identify and nurture customer advocacy. Leverage customer feedback and testimonials to drive business growth and brand loyalty. Lead efforts to minimize churn and maximize customer retention and renewals. Analyze and understand customer health metrics and implement proactive measures to...


  • Kuala Lumpur, Malaysia Teradata Full time

    Are you passionate about making organisations smarter and analytics driven? With all the investments made in analytics, it’s time to stop buying into partial solutions that overpromise and underdeliver. It’s time to move from a siloed, proprietary, and retrospective approach to a unified, available, and answer-oriented model. Only Teradata leverages all...


  • Kuala Lumpur, Malaysia MANDRILL TECH SDN. BHD. Full time

    *Proactively engage with customers and perform regular business reviews to ensure they are set up for success. *Identify upsell and cross-sell opportunities with the assigned customers. *Respond to customer requests and inquiries in a professional and timely manner *Collaborate closely with team members to support renewals and expansion opportunities. *Gauge...


  • Kuala Lumpur, Malaysia Microsoft Full time

    We are looking for a highly motivated and passionate Customer Success Account Manager (CSAM) to drive program management for strategic customers that have a global, complex, cross-cloud digital footprint. As the CSAM you will drive consumption planning & execution, as well as the acceleration of cloud adoption from Pilot/Minimum Viable Product to production...


  • Kuala Lumpur, Malaysia Nutanix Full time

    **Hungry, Humble, Honest, with Heart. **The Opportunity** Do you love technology? Are you ready to transform the way companies work? If you have a passion for Enterprise Cloud Technology and a vision for the future of business; we want to talk with you. Nutanix (NTNX) is looking for a dynamic **Customer Success Representative **to deliver exceptional...


  • Kuala Lumpur, Malaysia JP Caliber Sdn Bhd Full time

    Working Mode : Hybrid Job Location : KL Eco City Prefer : Mandarin & English Speaker **Your responsibilities will include,** - Managing on-boarding, requirements implementation, client setup for day-to-day operations - Client retention through completing the assigned requests in time and achieving high levels of customer satisfaction - Liaise with...

  • Assistant Manager

    7 months ago


    Kuala Lumpur, Malaysia Cargobase Full time

    Cargobase is looking for an outstanding Customer Success Senior Executive or Assistant Manager to help us realize our growth ambitions for the region. The Cargobase Transportation Management System is transforming how thousands of industry professionals worldwide process logistics. We help customers across many sectors, including automotive, semiconductors,...


  • Kuala Lumpur, Malaysia Microsoft Full time

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • Kuala Lumpur, Malaysia Veeam Software Full time

    **Responsibilities** - Effectively manages renewal of all contracts in assigned territory to protect and grow Veeam maintenance revenue, as well as upsell and cross sell - Ensures customer success and goes above and beyond to ensure customer retention and satisfaction - Proactively monitors the funnel of expiring agreements, executes actions in timely manner...


  • Kuala Lumpur, Malaysia Cargobase Full time

    Cargobase is looking for a **Customer Success Executive** **(German Speaking)** to help us realize our growth ambitions. The Cargobase Transportation Management System transforms how thousands of industry professionals worldwide process logistics. We help customers across many sectors, including automotive, semiconductors, electronics, and oil & gas, to...


  • Kuala Lumpur, Malaysia SAS Full time

    : **Nice to meet you!** We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with...


  • Kuala Lumpur, Malaysia Qashier Pte Ltd Full time

    Merchant Success Executive About the job Merchant Success Executive Want to be part of the fastest growing startup that is at the intersection of Retail, Fintech and Data? **Qashier is looking for an amazing Merchant Success Executive to support our growth!** We are a dynamic and fast growing team that is excited about commerce, retail and payments, and...


  • Kuala Lumpur, Malaysia Microsoft Full time

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • Kuala Lumpur, Malaysia Microsoft Full time

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • Kuala Lumpur, Malaysia REWARDZ Full time

    **Join Rewardz as a Client Success Executive** At Rewardz, we believe in creating change through positive reinforcement and gamification. Innovative mobile and web technology that simplifies delivery of Rewards-as-a Service (RaaS) lies at the heart of our business. Having established ourselves as leaders in employee rewards and wellbeing, we also provide...


  • Kuala Lumpur, Malaysia Veeam Software Full time

    Veeam®, the #1 global market leader in data protection and ransomware recovery, is on a mission to empower every organization to not just bounce back from a data outage or loss but bounce forward. With Veeam, organizations achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud. The Veeam Data Platform...


  • Kuala Lumpur, Malaysia London Stock Exchange Group Full time

    Associate Customer Success Manager (Cantonese/Mandarin) **What We Do** LSEG is a leading global financial markets infrastructure and data provider that operates connected businesses to serve customers across the entire financial markets value chain. With capabilities in data, indices and analytics, capital formation, trade execution, clearing and risk...


  • Kuala Lumpur, Malaysia AirAsia Full time

    **ABOUT US** We’ve got modern day solutions for all your modern day delivery woes. In a world that’s constantly on the move, we know how important it is to keep things moving. We’re on a mission to enable everyone, from single merchants to the largest companies, to move goods and e-commerce anywhere in Asia Pacific and beyond. Logistics should be...


  • Kuala Lumpur, Malaysia PST.AG Full time

    Key Responsibilities Develop and maintain strong relationships with key clients, serving as their trusted advisor and primary point of contact for all inquiries, issues, and escalations. Collaborate with clients to understand their business objectives, challenges, and requirements, and provide tailored recommendations on how our customs data and software...