Customer Operations Associate - Americas

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. The Customer Operations Associate is a key enabler of regional execution, bringing together data, processes, and stakeholders to help drive operational excellence across LATAM and North America. This role plays a central part in CRM administration, forecasting, reporting, KPI and target setting, incentives, and cross-functional support — helping teams work smarter and move faster. Responsibilities Align teams around a single view of the business with shared revenue targets Connect business and activity data across organizational silos and technology stacks Increase operational rigor through a unified customer journey Administration of CRM and data updates, including internal campaigns, lead assignment, opportunity closing, segmentation updates, case resolution, and report/dashboard setup Monitor CRM data quality and support continuous improvement based on the latest available data Support customer-facing departments with procedures, tool guidance, feedback collection, and coordination with other departments when needed Timely response to various queries and cases on sales process, procedures and tools Participating in designing, improving, training and onboarding process for customer-facing teams, actively participates in department documentation, sharing feedback and insights Participating and sharing feedback regarding processes to enhance cross-functional collaboration between sales, marketing and growth, and customer success Manage simple ad hoc reporting and analysis at product, region, and customer level Collect and consolidate sales forecasts according to the defined schedule, rolling up weekly, monthly, quarterly, and yearly data for Sales Management Continuously improve reports and processes to provide stronger management visibility of pipeline data, marketing results, and performance, while supporting target and KPI setting through insights, trends, and reports that help drive data-driven decisions Assisting leadership with KPI targets setting and calculation through data analysis and modelling, processing in CRM, sharing best practice approach Support customer facing incentives activities calculation and preparation for instalments Collaborate with customer facing leadership on quarterly planning meetings, forecasting, account planning, coordinate with relevant stakeholders for topics like sales commission plan, objectives setting and other sales activities Perform all necessary actions in the main tools used by the Operations department Qualifications Strong analytical mindset and comfort with numbers, data, and process Experience in Customer Operations, Sales Operations, Revenue Operations, or similar data-driven role Hands-on experience with CRM tools is required; Salesforce experience is preferred Fluent English is required, plus either Spanish or Portuguese Strong communication skills and a collaborative approach when working with stakeholders Organized, proactive, and able to manage multiple priorities with accuracy Comfortable working with forecasting, reporting, KPIs, and process improvement A problem-solving mindset and the ability to troubleshoot issues logically 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 .