Customer Growth Executive – Wholesale and Platforms

Job Description

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.<p><br></p>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.<p><br></p>Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.<p><br></p><strong>Hiring candidates from Egypt, Lebanon, UAE and Jordan</strong><p><br></p>The main aim of our <strong>Customer Growth Squad</strong> is creating, nurturing, constantly enhancing, and developing relationships with our existing clients, caring about their objectives, and demonstrating that we are dedicated to fulfilling them.<p><br></p>As <strong>Customer Growth Executive</strong> your key responsibility is understanding our client’s business and Infobip’s product stack. In this<strong> individual contributor role</strong>, you will be <strong>discovering growth opportunities and working together with our high segment clients in </strong><strong>MENA and Africa regions</strong>. To ensure mutual benefits and our high-quality service, you will be <strong>coordinating activities with internal cross-functional teams</strong> to provide <strong>our best possible service</strong>.<p><br></p><strong>What will you do in this role at Infobip? </strong><p><br></p><strong>Customer Orientation</strong><p><br></p><ul><li>Build and maintain trusted relationship with assigned (Tier1) clients to achieve overall customer health and growth (regular meetings, share Infobip strategy and roadmap, help position Infobip against competitors);</li><li>Serve as a focal point when it comes to meeting client’s business and technical expectations (technical escalations, services/product adoption, communicate customer feedback and ideas to Product teams);</li><li>Coordinate different international teams to best serve our customers;</li><li>Understand client’s structure and processes around choosing/implementing new solutions;</li><li>Meet and exceed quarterly KPIs, to ensure overall business growth for assigned clients (gross profit, margin% and cross-sells are the metrics in focus);</li><li>Work closely with our Customer Success Team for existing and future SaaS business;</li><li>Ensure client’s account is set-up properly: Collaborating 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);</li><li>Monitor and take actions to minimize risks in cooperation with our Revenue Assurance Team;</li><li>Analyze and forecast client’s traffic, take immediate reactions to ensure ongoing business growth, minimize losses, and maximize Gross profit/revenue. </li></ul><p><br></p><strong>Internal initiatives</strong><p><br></p><ul><li>Power user, help improve Infobip’s internal tools for account setup, traffic monitoring and troubleshooting by providing constructive feedback and ideas;</li><li>Coordinate internal teams to timely fulfill client’s requirements (Customer Success, Sales Engineers, Customer Support, CPaas Registrations, Platform Operations, Customer Analyst, Procurement, Revenue Assurance);</li><li>Update all activities regarding client engagements and opportunities in dedicated tools (Salesforce);</li><li>Influence Infobip’s ever-evolving end-to-end customer experience by grasping and continuously promoting client’s perspective to the internal stakeholders. </li></ul><p><br></p><strong>Continuous Development </strong><p><br></p><ul><li>Promote team spirit and nourish critical thinking;</li><li>Help mentor and onboard other team members and newcomers;</li><li>Have an excellent knowledge of Infobip products, platform, and relevant markets;</li><li>Have an excellent knowledge of client`s business and ways they (can) use Infobip;</li><li>Be up to date with industry trends and competition.</li></ul><p><br></p><strong>More About You</strong><p><br></p><ul><li>Experience in customer facing roles (e.g., B2B sales, customer success, customer growth etc.);</li><li>Familiar with SMS Sender requirements and regulations across MEA region;</li><li>Understanding of A2P SMS aggregation market place;</li><li>Basic knowledge of A2P SMS routing techniques and it’s effect on price and quality;</li><li>Bachelor’s degree in Business, Management, Communications, IT, Telecommunications, or other related degree; 0r equivalent combination of education and experience;</li><li>Ideally experience working with CPaaS and tier-1 customers in MEA region;</li><li>Experience and understanding of Customer Journey;</li><li>Professional communication skills in Arabic and English (written and spoken fluency);</li><li>Excellent command of MS Office suite, especially MS Excel;</li><li>Analytical and organizational skills, with a systematic approach to problems;</li><li>Ability to work individually and in (remote) teams across all levels of the organization;</li><li>Strong Networking &amp; Relationship building skills.</li></ul><p><br></p><strong>Why our employees choose us (and stay)? </strong><p><br></p><ul><li>Never a dull moment – 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!</li><li>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.</li><li>Learn as you grow – Starting from the Academy as an onboarding program, to internal education, education resources, e-learning to external education, we invest heavily in employee learning and development.</li><li>Connect globally – Work with people from all over the world. We put the “global” in globalization.</li><li>Compensation &amp; Benefits – Competitive salary, travel allowance, expatriate compensation packages for your business trips, rewards and holiday bonuses, a team taking care of all the equipment you need, team buildings and other organized activities, organized sports, kitchen stocked with the usual suspects… Talk about a balanced lifestyle!</li></ul><p><br></p><em>Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. That’s why Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer. </em><p><br></p><em>All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status, or any other part of one’s identity.</em>