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Customer Success Executive

Location
Jersey City, New Jersey
Job Type
Permanent
Posted
30 Jul 2022
Company Description

At Infobip we dream big. We value collaboration, growth, 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 60+ 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 (cPaaS) globally. Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

Open to candidates based out of Chicago, Seattle or the NYC Metro area. This is a remote position in the United States.

Job Description

The Customer Success Executive is an individual contributor focused on our highest value customers on a regional level or a certain industry. The purpose of this role is to be the trusted advisor to customers beginning post-sale. Partnering with internal cross-functional teams to understand customer goals and key performance metrics while exceeding goals throughout the customer life cycle. The Customer Success Executive is responsible for the retention, adoption, and expansion of Infobip services with an assigned base of customers. The top priority for this role is to ensure a high-quality experience for our customers, resulting in their satisfaction and advocacy.

Qualifications

Customer Retention and Growth

Manage relationships with customers to maintain overall customer health and growth
Meet and exceed quarterly retention goals
Leverage relationship with the customer to qualify leads and help facilitate cross-sell and up-sell opportunities for the account executive team
Monitor and proactively resolve health risks of assigned accounts
Be a spokesperson for Infobip strategy with the customer - share our digital transformation vision with executives including product investments/roadmap, strategic acquisitions, and partnerships. Help position against competitors in the account

Customer Satisfaction and Advocacy

Maintain high customer satisfaction and ensure that customers act as Infobip advocates
Organize and orchestrate cross-functional resources to fulfill customer requirements, and proactively engage in helping customer business success
Perform regularly scheduled meetings with key stakeholders to ensure customer goals are met
Act as a point of escalation when required and help manage customer expectations
Drive customer participation and attendance in business-related events/webinars or other promotive activities

Product Usage and Adoption

Help drive faster return of investment on Infobip solution for customer
Participate in onboarding activities and product demonstrations post-purchase
Be the voice of the customer back to our Product organization, communicate trending customer feedback and ideas

Internal Initiatives and Improvements

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
Drive cross-team and cross-department projects to develop and improve processes, ways of work, tools, and metrics

Continuous Education

Participate in Continuing Education sessions
Be fully versed on Infobip products, platform, and integrations
Have an excellent overview of business, competition, and the latest industry
Mentor and onboard other team members and newcomers
Collaborate and share knowledge with customer success community on company and market level

Qualifications

Bachelor's degree in Business, Communications, IT or equivalent experience
3+ years of experience in customer journey (Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role)
Experience in working with complex, multi-divisional, multi-geographical customers
Experience with IT/Telco industry working with SaaS, CPaas or PaaS is a plus
Strong analytical and organizational skills, with a systematic approach to problems
High business acumen and proven history of delivering customer outcomes
Excellent teamwork enabling you to form effective working relationships with people at all levels

Additional Information

Why our employees choose us (and stay)?

Learn as you grow - Starting from an onboarding program to internal education, education resources, e-learning to external education, we invest heavily in employee learning and development.
Opportunity Knocks...often - Being a part of a growing company in a growing industry - we challenge you to grow! Whether it s horizontal, vertical, or angular, we want to support the path that you want to carve.
Never a dull moment - We work with powerful companies with great impact, which pushes us to work at the highest possible level. Work on uncharted challenges and push boundaries daily.
Great environment - Team spirit, passion, creativity and persistence are the drivers of our company.
Pay & Perks - Competitive salary, health benefits, travel allowance, a team taking care of all the equipment you need, team building and other organized activities. Talk about a balanced lifestyle!

Infobip is an Equal Opportunity Employer. All your information will be kept confidential according to EEO guidelines.

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Details

  • Job Reference: 671840304-2
  • Date Posted: 30 July 2022
  • Recruiter: Infobip
  • Location: Jersey City, New Jersey
  • Salary: On Application
  • Job Type: Permanent