Customer Growth Executive

Job description

Working at Infobip means being part of something truly global. With 75+ offices across six continents, we’re not just building technology — we’re shaping how more than 80% of the world connects and communicates. As employees, we take pride in contributing to the world’s largest and only full-stack cloud communication platform. But it’s not just what we do, it’s how we do it: with curiosity, passion, and a whole lot of collaboration. We operate with an AI-first mindset, embedding intelligent tools into our daily workflows to work smarter and more efficiently. Every role here benefits from and contributes to this approach. If you're looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity. Let’s build what’s next, together. Purpose : The overall purpose of a Senior MM Customer Growth Executive / Customer Growth Executive role is to drive customer satisfaction, retention, and growth for Tier 1 / Tier 2 clients. This involves building strong relationships, understanding client needs, coordinating internal resources, and continuously developing strategies to enhance client engagement and business outcomes. The Customer Growth Executive is essential for nurturing and growing relationships with Tier 1 / Tier 2 clients, ensuring their satisfaction and retention while driving business growth. This role requires a strategic focus on client advocacy, performance metrics, effective account management, internal coordination, and continuous personal and team development. By excelling in these areas, the Customer Growth Executive contributes to the company's overall success and competitive positioning in the market. Success metrics : 1. Gross Profit and Margin Percentage Gross Profit : Measures the profitability of services provided to clients. Margin Percentage : Indicates the efficiency in generating profit from sales. 2. Net Revenue Retention (NRR) Reflects the revenue retained from existing clients, including upsells, expansions, and churn, demonstrating client satisfaction and growth. 3. Client Retention Rate The percentage of clients retained over a specific period, indicating the success in maintaining ongoing relationships. 4. Product and Service Adoption Rates Measures the frequency and extent of clients using the company’s products and services, including the adoption rate of new features, showing client engagement and satisfaction. 5. Cross-Sell/Up-Sell Gross Profit 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 CPaaS Registrations, 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. Internal initiatives · Power user, help improve Infobip’s internal tools for account setup, traffic monitoring and troubleshooting (Qlik, SU) 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 (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 . Stay always on top with competition and latest industry trends . Why you'll love it here • Financial rewards & recognition - A fair compensation aligned with your experience, industry, and market standards, performance-driven bonuses, regular reviews to support your growth and recognize your contributions, and a culture that values your impact. • Flexible work arrangements - We combine in-person collaboration with remote work and flexible working hours, because great ideas happen everywhere - and not always between 9 and 5. • ESOP (Employee Stock Ownership Plan) - As an Infobip employee, you’ll have the opportunity to share in our company’s success through stock options. • Work-life balance and Well-being - We offer time off when you need it, special leave days for life’s big moments, and a flexible hybrid work model tailored to local regulations. • Career mobility - Your career is a journey. With internal mobility, upskilling, and mentorship, we help you shape your path. • Professional development - Learning never stops. Onboarding, mentorship, and training programs help you grow - no matter where you start. • International mobility - Ready to take your career global? Explore short and long-term opportunities in our Hubs worldwide. While some benefits may vary by location, our goal remains the same: to support your growth, well-being, and success - wherever you are. Diversity drives connection Infobip is built on diverse backgrounds, perspectives, and talents. We’re proud to be an equal-opportunity employer and are committed to fostering an inclusive workplace. No matter your race, gender, age, background, or identity — if you have the passion and skills to thrive, there’s a place for you here. 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. Read more about our hiring process . #LI-DM1