Infobip

Customer Success Executive, French Speaker

Infobip

full-time

Posted on:

Location: 🇭🇷 Croatia

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Job Level

Mid-LevelSenior

Tech Stack

AngularCloud

About the role

  • 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).
  • 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.
  • Drive customer participation and attendance in business related events/webinars or other promotive activities (case study, testimonials, ROCCO, product discovery, events). Infobip policy updates.
  • Together with the Customer, define SaaS adoption plan for the first 90 days with Infobip.
  • Analyze customer data (package purchased vs. utilized, Portal user behavior) to improve customer experience and increase SaaS feature utilization.
  • 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.
  • Own and create success plans for Infobip SaaS customers after the first 90 days.
  • 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.
  • Together with Customer Growth Executive, compile the relevant information to conduct customer business reviews.
  • Influence the evolution of how Infobip provides end-to-end customer experience by continuously giving additional customer perspective to the internal stakeholders.
  • Participate in global customer success community through knowledge sharing and cross-regional transfer of successful practices.
  • Work hand in hand with the Customer Growth Executive and Product Sales Expert in ensuring the defined goals.
  • Have an excellent knowledge of Infobip products, platform, and market.
  • Have an excellent knowledge of client`s use cases
  • Have an excellent overview of business, competition, and latest industry trends.
  • Always be up to date with the overview of business, competition, and latest industry trends.

Requirements

  • 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
  • Excellent written and verbal communication skills in English and French (both required); Spanish is considered an asset
  • Outstanding communication and negotiation skills towards your clients, partners, and colleagues