Customer Executive

Position: Customer Growth Executive
Working at Infobip means being part of something truly global. With 75+ offices across six continents, we’re not just building technology — we’re shaping how more than 80% of the world connects and communicates.

As employees, we take pride in contributing to the world’s largest and only full-stack cloud communication platform. But it’s not just what we do, it’s how we do it: with curiosity, passion, and a whole lot of collaboration.

If you're looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity.

Let’s build what’s next, together.

The overall purpose of a Customer Growth Executive/Customer Growth Associate role is to drive customer satisfaction, retention, and growth for Tier 1 /Tier 2 clients. This involves building strong relationships, understanding client needs, coordinating internal resources, and continuously developing strategies to enhance client engagement and business outcomes. The Customer Growth role is essential for nurturing and growing relationships with clients, ensuring their satisfaction and retention while driving business growth.

This role requires a strategic focus on x-selling and upselling, client advocacy, performance metrics, effective account management, internal coordination, and continuous personal and team development. By excelling in these areas, the Customer Growth Executive contributes to the company's overall success and competitive positioning in the market.

** Responsibilities and Expectations*
* ** Customer Orientation
*** Build and maintain trusted relationship with assigned clients to achieve overall customer health and growth (regular meetings, share Infobip strategy and roadmap, help position Infobip against competitors).
* Proactively search for new opportunities how we can increase customer spend and xsell into new use cases, portfolios, services.
* Serve as a focal point for client when it comes to meeting client’s business and technical expectations (technical escalations, services/product adoption, communicate customer feedback and ideas to Product teams). Coordinate different teams in order to best serve customer.
* Understand 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).
* In cooperation with supporting departments, ensure client's account is properly set-up / collaborate with Platform Operations teams to arrange setup which enables 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's traffic, take immediate reactions to ensure ongoing business growth, minimize losses, and maximize GP/revenue.
** Internal initiatives
*** Power user, help improve Infobip’s internal tools for account setup, traffic monitoring and troubleshooting (Qlik, SU) by providing constructive feedback and ideas.
* Coordinate internal teams to timely fulfill client's requirements (Customer Success, Sales Engineers, Customer Support, CPaas Registrations, Platform Operations, Customer Analyst, Procurement, Revenue Assurance).
* Update all activities regarding client engagements and opportunities in dedicated tools (SF).
* Influence Infobip’s ever-evolving end-to-end customer experience by grasping and continuously promoting client’s perspective 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, platform, and relevant markets.
* Have an excellent knowledge of client`s business and ways they (can) use Infobip.
* Be up to date with industry trends and competition. Stay always on top with competition and latest industry trends.
** Additional Information*
* ** Salary Range**:…