#Infobip is Hiring
Job Description
Why this Role is important to us: Customer Success Manager is an individual contributor role in regional structure with direct reporting line towards CSM Lead or Team Leader Sales. CSMs are responsible for building relationship, understanding their business, ensuring customers’ satisfaction and retention and helping them grow with Infobip services.
They are solely responsible for all communicational, operative and administrative tasks related to their customer.
Ensure growth of assigned customers (achieved revenue /gross profit growth on assigned customers)
Customer retention(prevented churn of customers, prevented churn of revenue/gross profit, new use cases, customer health score, new channels)
Ensure customer satisfaction (customer feedback, escalations from customer side Ensure proper setup for assigned customers (traffic flow, margin, prevented minuses of GP)
Ensure smooth service for customers (identified/unidentified issues, number of tickets to Enterprise support, escalations from customer side, time to resolve the problem)
Cooperate with internal stakeholders in bringing best
value to customers (stakeholders’ feedback)
Key responsibilities:
Building trusted relationship with assigned customers
Volume, revenue and gross profit growth of assigned customers
Cross sell of services and products
Monitoring Customer Health Score metrics and taking actions to improve them; identifying possible issues with customers
RFP and pricing negotiations
Opportunity discovery (use cases\products)
CRM’s data cleaning and updating
Handling escalations about due payments
Route and billing setup\Account and Route Adjustments
Sender registration
Traffic monitoring (drop\increases)
Dispatching issues to Core Network Team, Enterprise Support
Check Message Details, and Traffic Statuses on Superuser
Minus GP and price changes monitoring
Qualifications
Hard skills:
Strong understanding of Telecommunication industry
Having strong command over dedicated Market, customers’ business, IP Core and all its services
Fair understanding of Infobip products
Should be well versed with ATS (SU, Salesforce, Click Sense)
Project management
Customer Service handling should be his/her forte
Deep understanding the customers from different verticals
Apply Here: https://bit.ly/32jHdXI
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