Customer Success Executive

4 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



  • 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 Customer Connect Malaysia Full time

    At CCM, we won't forget what makes customers happy, simply because we are customers too. We are obsessively passionate about being a happy customer ourselves to remind us how to treat others the same way. We come to work every day with one simple belief - we too can make a difference for your customers. This is our lifelong goal simply because we love what...


  • Kuala Lumpur, Malaysia STAFFANY PRIVATE LIMITED Full time

    StaffAny’s mission is to shape and empower the future of work. We provide our users with a remedy that streamlines and automates their painful Operations and HR processes. Our users rely on our superpowers to understand their frustrations, and we are here to empower them to make time for what they love. **About the Role** **You Are** - Highly proficient...


  • Kuala Lumpur, Malaysia Bitsmedia Pte Ltd Full time

    Kuala Lumpur **OVERVIEW**: **About the company** An opportunity to work at one of the biggest app publishers in South-East Asia (150 million downloads, over 20 million Monthly Active Users). Established in Singapore in 2009, Bitsmedia develops and publishes Muslim Pro, the world leading Muslim mobile app. Headquartered in Singapore, we also have a...


  • 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 SummitNext Technologies Sdn Bhd Full time

    **Customer Success Executive** * We SummitNext Technologies Sdn Bhd are a BPO and a Technology Solutions provider company based in PJ, Selangor. We are growing at a fast pace and offering unique services to our clients. Our client is a comprehensive trading platform that supports 100+ high-quality currencies and 300 trading pairs. The company provides...


  • 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 Softline International Full time

    **CUSTOMER SUCCESS EXECUTIVE**: - (for Malaysian only, English speaker with good presentation skill)_ **JOB FUNCTIONS** This Customer Success Executive role will cover managed Microsoft Modern Workplace customers in their area. This is an exciting role that will help create bonds with our Enterprise customers and will fuel customer success, retention,...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Zurich 56 Company Ltd Full time

    Job OverviewZurich 56 Company Ltd is seeking a highly motivated and results-driven Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for ensuring customer satisfaction and loyalty through effective management of customer relationships and delivery of exceptional customer experiences.Key Responsibilities:Develop...


  • Kuala Lumpur, Malaysia Air Asia Full time

    **Job Description**: As a start up, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities. That said, the bulk of your working hours should involve you having to: - Guide merchant base throughout their customer journey '' from onboarding...


  • 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 Informa Markets Full time

    Company Description Informa Markets is a division of Informa plc. With a growing portfolio of 30 trade events in Malaysia and Southeast Asia, we create business growth opportunities for ASEAN and the rest of the world in a wide range of industries including Furniture & Interiors, Industrial Machinery, Renewable Energy, Power, Security, Construction, Food,...


  • Kuala Lumpur, Malaysia SELFDRVN ENTERPRISE SDN. BHD Full time

    Role and Responsibilities - Provide 1st line service and support to maintain relationships with existing customers. - Manage customer relationship and thoroughly plan, prepare and follow up with customer (pre-call plan, post-call notes) - Responsible for higher adoption on SelfDrvn platform to increase engagement Level in client's workplace. To develop...


  • Kuala Lumpur, Malaysia Microsoft Full time

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...


  • Kuala Lumpur, Malaysia Veeam Full time

    The Customer Success Representative is responsible for the renewal of customer maintenance contracts in their assigned territory/segment; this includes providing quotes directly to customers and/or their assigned channel partners. The Customer Success Representative is responsible for ensuring the best customer experience as well as customer retention, with...


  • Kuala Lumpur, Malaysia Air Asia Full time

    **Job Description**: At Teleport, we are on a journey to make logistics simpler, friendlier, and faster for everyone, especially in the areas of cargo and delivery throughout Southeast Asia. Unlike many other start-ups, we didn't start in a garage or at the back of a university dormitory. Teleport was spun off from the idea of our brilliant department of the...


  • Kuala Lumpur, Malaysia AirAsia Full time

    **Job Description**: At Teleport, we are on a journey to make logistics simpler, friendlier, and faster for everyone, especially in the areas of cargo and delivery throughout Southeast Asia. Unlike many other start-ups, we didn’t start in a garage or at the back of a university dormitory. Teleport was spun off from the idea of our brilliant department of...


  • 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 Teleport Full time

    At Teleport, we are on a journey to make logistics simpler, friendlier, and faster for everyone, especially in the areas of cargo and delivery throughout Southeast Asia. Unlike many other start-ups, we didn’t start in a garage or at the back of a university dormitory. Teleport was spun off from the idea of our brilliant department of the world’s best...


  • Kuala Lumpur, Malaysia Microsoft Full time

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...