.At Infobip, we dream big. We value creativity, persistence, and innovation, passionately believing that it is through teamwork that we can all reach greater heights.Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 70+ offices on six continents, Infobip's platform is used by almost 70% of the population, making it the largest network of its kind and the only full-stack cloud communication platform globally.Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.ResponsibilitiesBuild 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.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.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.RequirementsBachelor'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
