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The Customer Growth Partner is responsible for building and maintaining relationships with Tier1 clients to enhance customer health and achieve growth targets. This includes managing client expectations, coordinating with internal teams, monitoring financial collections, and providing insights for improving internal tools. The role also involves analyzing client traffic and trends to ensure ongoing business development.
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 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).
- Work closely with Customer Success for existing and future SaaS business.
- In cooperation with TAA, 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 minimalize 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, and help improving (by providing constructive feedback and ideas) Infobip’s internal tools for account setup, traffic monitoring and troubleshooting (Qlik, SU).
- Coordinate internal teams to timely fulfill client's requirements (Customer Success, Sales Engineers, Customer Support, Technical Account Administration, 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.
If you are enthusiastic about contributing to the future of communication technology and believe you have what it takes to thrive in a dynamic and innovative environment, Infobip is the place for you.
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.
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.
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