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Mid-Market Customer Growth Executive

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Infobip Ltd

Dec 13

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Sales & Business Development
  • Johannesburg
  • Quick Apply

AI generated summary

  • You need 2+ years in customer-facing roles, full cycle sales experience, account management skills, understanding of SaaS/CPaaS, and strong English proficiency. Team player with good communication skills.
  • You will build client relationships, address technical needs, coordinate teams, exceed KPIs, manage account setups, monitor risks, analyze traffic, and support service transitions.

Requirements

  • At least 2 years of experience in Customer-facing roles
  • Full cycle sales experience.
  • Experience in Account Management - building and maintaining relationships.
  • Industry experience highly preferred, understanding of SaaS and CPaaS solutions.
  • Prior experience working with Revenue Assurance, Purchasing, and technical teams a plus
  • Team player with strong interpersonal /communication skills
  • Fluent English

Responsibilities

  • Build and maintain trusted relationship with assigned (top Tier2) 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 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.
  • Meet and exceed quarterly KPIs, to ensure overall business growth for assigned clients (gross profit, margin% and cross-sells as the most important metrics, followed by NRR, tier2 to tier1 transitions…).
  • 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.
  • Collaborate closely with the Self Service team when transitioning customers to Self Service or upgrading them to Managed services.

FAQs

What is the primary responsibility of the Mid-Market Customer Growth Executive?

The primary responsibility is to drive client satisfaction, retention, and growth by managing client relationships, meeting performance goals, and ensuring effective collaboration across various internal teams.

What qualifications are required for this position?

At least 2 years of experience in customer-facing roles, full cycle sales experience, and account management experience are required. Knowledge of SaaS and CPaaS solutions is highly preferred.

What are the key performance indicators (KPIs) for this role?

The key performance indicators include gross profit, margin percentage, cross-sells, net revenue retention, and transitioning clients from tier 2 to tier 1.

What type of clients will the Mid-Market Customer Growth Executive be managing?

The role involves managing assigned top Tier 2 clients.

Is industry experience necessary for this position?

Industry experience is highly preferred, especially regarding an understanding of SaaS and CPaaS solutions.

How many years of experience in Customer-facing roles are required?

A minimum of 2 years of experience in customer-facing roles is required.

What teams will the Mid-Market Customer Growth Executive collaborate with?

The role requires collaboration with various internal teams, including Platform Operations, Revenue Assurance, Product teams, and the Self Service team.

Is fluency in English required for this position?

Yes, fluent English is a requirement for this position.

How important are strong interpersonal skills for this role?

Strong interpersonal and communication skills are essential for effectively building and maintaining relationships with clients.

Does the role involve technical aspects?

Yes, the role includes serving as a focal point for clients regarding technical escalations and product adoption, as well as coordinating with technical teams.

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Infobip Ltd

The Global Communications Platform for Businesses and Developers

Consulting
Industry
1001-5000
Employees
2006
Founded Year

Mission & Purpose

Infobip is a global cloud communications platform that enables businesses to interact with their customers across a wide variety of messaging channels, including SMS, email, chat apps, voice, and in-app messaging. The company provides solutions for customer engagement, security, and support, helping organisations streamline communication and enhance customer experiences. Their ultimate mission is to simplify how businesses communicate globally, creating seamless connections between companies and their customers. Infobip's purpose is to empower businesses to reach their audiences effectively, regardless of location, and drive better engagement through personalised, secure, and scalable communications solutions.