Customer Success Executive
Infobip
- Curitiba - PR
- Permanente
- Período integral
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.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.
- 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 organizational 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 towards your clients, partners, and colleagues