Senior Customer Success Executive

Job description

Overview

Infobip Bogota, D.C., Capital District, Colombia

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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 75+ offices on six continents, Infobip’s platform is used by almost 80% 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.

Senior Customer Success Executive is responsible for strategically managing and growing relationships with Tier 1 clients, ensuring their satisfaction, retention and business growth.

This involves a high level of client engagement, coordination of internal teams, proactive risk management and continuous innovation to meet and exceed clients’ expectations and company performance metrics.

Responsibilities

• Build and maintain trusted relationships with assigned customers (Tier 1) to achieve overall customer health and growth by expanding the existing client database, cross-selling to existing CPaaS and/or SaaS clients, and acquiring new clients if needed to achieve KPIs for growth
• 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 to fulfill customer requirements, proactively engage customers, and help them achieve business success.
  
  
• Be the voice of customers back to our Product SaaS organization and 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).
  
  
• Update all activities regarding client engagements and opportunities in dedicated tools.
  
  
• Work closely with Customer Growth for existing and future SaaS business.
  
  
• 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 customers (decrease time-to-value).
  
  
• Onboard additional users and business units by holding SaaS product demonstrations for customers.
  
  
• Own and create success plans for Infobip SaaS customers after the first 90 days.
  
  
• Monitor and proactively resolve SaaS health risks of assigned accounts.
  
  
• Maintain high customer satisfaction and ensure that customers act as Infobip advocates.
  
  
• In partnership with internal cross-functional teams, leverage relationships with the customer to identify and acquire SaaS cross-sell and new-sell opportunities.
  
  
• Assist the Customer Growth Executive and Account Executive while driving SaaS cross-sell opportunities with the existing pure CPaaS customers’ base.
  
  
• Participate in SaaS product feature updates and product demonstrations post-purchase.
  
  
• Ensure a high SaaS renewal rate.
  
  
• Ensure that the assigned client base's quarterly retention, usage, adoption, and CSQL (Customer Success Qualified Leads) KPIs are met.
  
  
• Together with the Customer Growth Executive, Account Executive and Partner Development Manager, compile relevant information to oversee communication between the Customer and Mentee.
  
  Assist in developing and execution of SaaS adoption plans for Mid-market customers, for adoption and expansion.
  
  

Requirements

• Bachelor's Degree in Business Management, Communications, IT, Telecommunications or other related fields
• Min.
  
  5 years of experience in B2B Enterprise Key Account Management, Customer Success, Client Relations, Consultancy or Business Development
• Proven experience in Relationship Management
• Experience with Consultive Sales in SaaS companies
• Advanced/Fluent English is a must

What you can expect

• Awesome clients – We serve and partner with leading mobile operators, brands, banks, social networks, aggregators and more.
  
  
• Opportunity to grow – We support your professional path across horizontal, vertical, or angular opportunities.
  
  
• Learn as you grow – Onboarding, internal education, e-learning, and external education investments.
  
  
• Global collaboration – Work with people from around the world.
  
  
• Pay & Perks – Competitive salary, equipment, team building, and other activities.
  
  
• Diversity & inclusion – Infobip is committed to creating a diverse workplace and is an equal-opportunity employer.
  
  

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting and Software Development

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Required Skill Profession

Servicio De Atención Al Cliente