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 clients account is properly set-up / collaborate with Platform Operations teams to arrange setup which enables clients 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 clients 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).
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.
