Customer Success Manager - Mumbai

#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


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:

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