Customer Growth Executive

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia JBHired Full time $60,000 - $120,000 per year


Job Opportunity: Customer Growth Executive 

Position Summary

As a Customer Growth Executive, you'll be building and maintaining relationships with existing clients, understanding their business in-depth, ensuring their satisfaction and retention, and helping them grow together with new clients. You are accountable for coordinating activities with internal cross-functional teams to retain existing business and explore/pursue possibilities of expanding new business opportunities.

Job Description: 

  • Build and maintain trusted relationships with assigned (Tier1) clients to achieve overall customer health and growth (regular meetings, sharing strategy and roadmap, helping position against competitors). 
  • Serve as a focal point for clients when it comes to meeting client's business and technical expectations (technical escalations, services/product adoption, communicating customer feedback and ideas to Product teams). 
  • Coordinate different teams to best serve customers.
  • Understand the client's structure and processes around choosing/implementing new solutions.
  • Meet and exceed quarterly KPIs, to ensure overall business growth for assigned clients (gross profit, margin%, and cross-sells as the most important metrics).

  • Work closely with Customer Success for existing and future SaaS business.

  • In cooperation with TAA, ensure the client's account is properly set up / collaborate with Platform Operations teams to arrange setup which enables the client's activities based on agreed business scope (account creation and set-up, route management, sender registration, allowed content filtration setup and maintenance).
  • In cooperation with Revenue Assurance, monitor and take actions to minimize health risks (actively involve ensuring financial collections and netting).
  • Analyze and forecast client traffic, take immediate reactions to ensure ongoing business growth, minimize losses, and maximize GP/revenue.

Internal initiatives: 

  • Power-user, and help to improve (by providing constructive feedback and ideas) Infobips internal tools for account setup, traffic monitoring, and troubleshooting (Qlik, SU). 
  • Coordinate internal teams to timely fulfill client's requirements (Customer Success, Sales Engineers, Customer Support, Technical Account Administration, Platform Operations, Customer Analyst, Procurement, Revenue Assurance).

  • Update all activities regarding client engagements and opportunities in dedicated

    tools (SF)
  • Influence Infobips ever-evolving end-to-end customer experience by grasping and continuously promoting clients' perspectives to the internal stakeholders.

Continuous Development

  • Promote team spirit and nourish critical thinking.

  • Help mentor and onboard other team members and newcomers.

  • Have an excellent knowledge of Infobip products, platforms, and relevant markets.

  • Have an excellent knowledge of client`s businesses and ways they (can) use the platform

  • Be up to date with industry trends and competition.

Job Requirements

  • Bachelor's degree in Business, Management, Communications, IT, Telecommunications, or other related degree; or equivalent combination of education and experience.
  • At least 5 years of experience in B2B enterprise key account management, customer success, client relations, professional services, consultancy, or business development.

  • SaaS industry experience is a plus.

  • Exceptional professional English communication skills.

  • Strong administration, analytical, and organizational skills, with a systematic approach to problems


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