Customer Growth Executive

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 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.

The main aim of our Customer Growth Squad 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.

As Customer Growth Executive your key responsibility is understanding our client’s business and Infobip’s product stack. In this individual contributor role, you will be discovering growth opportunities and working together with our high segment clients in MENA and Africa regions. To ensure mutual benefits and our high-quality service, you will be coordinating activities with internal cross-functional teams to provide our best possible service.

What will you do in this role at Infobip?

Customer Orientation
- 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);
- 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);
- Coordinate different international teams to best serve our customers;
- 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 are the metrics in focus);
- Work closely with our Customer Success Team for existing and future SaaS business;
- 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);
- Monitor and take actions to minimize risks in cooperation with our Revenue Assurance Team;
- Analyze and forecast client's traffic, take immediate reactions to ensure ongoing business growth, minimize losses, and maximize Gross profit/revenue.

Internal initiatives
- Power user, help improve Infobip’s internal tools for account setup, traffic monitoring and troubleshooting 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 (Salesforce);
- 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.

More about you:

- Experience in customer facing roles (e.g., B2B sales, customer success, customer growth etc.);
- Familiar with SMS Sender requirements and regulations across MEA region;
- Understanding of A2P SMS aggregation market place;
- Basic knowledge of A2P SMS routing techniques and it’s effect on price and quality;
- Bachelor’s degree in Business, Management, Communications, IT, Telecommunications, or other related degree; 0r equivalent combination of education and experience;
- Ideally experience working with CPaaS and tier-1 customers in MEA region;
- Experience and understanding of Customer Journey;
- Professional communication skills in Arabic and English (written and spoken fluency);
- Excellent command of MS Office suite, especially MS Excel;
- Analytical and organizational skills, with a systematic approach to problems;
- Ability to work individually and in (remote) teams across all levels of the organization;
- Strong Networking & Relationship building skills.

Why our employees choose us (and stay)?- 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 a