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 , we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through + offices on six continents, Infobip's platform is used by almost % 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.Responsibilities 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, present ERB and QBR's).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.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.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. Requirements Bachelor's Degree in Business, Management, Communications, IT, Telecommunications, or other related degree; or equivalent combination of education and experienceMin. years of experience in BB Enterprise Key Account Management, Customer Success, Client Relations, Professional services, Consultancy or Business DevelopmentCustomer retention and growth experienceExperience in Dealing & Presenting to C-LevelUnderstand Customer JourneyCustomer satisfaction orientedExceptional professional communication skillsStrong administration, analytical and organizational skills, with a systematic approach to problemsStrong networking & relationship building skillsPreferably experienced in SaaS industrySelf-driven, able to work independently as well as a good team playerYou have excellent written and verbal communication skills in EnglishOutstanding communication and negotiation skills towards your clients, partners, and colleaguesWhen 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 knocks. Often. – Being a part of a growing company in a growing industry – we challenge you not to grow! Whether it's horizontal, vertical, or angular, we want to support the path that you want to carve. Learn as you grow – Starting with a fantastic onboarding program, to internal education, education resources, e-learning to external educations, we invest heavily in employee learning and development. Connect globally – Work with people from all over the world. We put the "global" in globalization. Pay & Perks – Competitive salary, a team taking care of all the equipment you need, team building and other organized activities ... Talk about a balanced lifestyle!
