Customer Relationship Management 
Build 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.
Drive customer participation and attendance in business related events/webinars or other promotive activities (case study, testimonials, ROCCO, product discovery, events).
客户关系管理
建立并维护与指定客户的信任关系，以实现整体客户健康和增长（定期会议、分享 Infobip 战略，竞对分析）。
成为SaaS业务需求的联系人，最大化 SaaS 产品采用和平台使用。
和内部团队跟进客户对产品的相关反馈。
组织和协调跨职能资源，以满足客户要求，并主动参与并帮助客户实现业务成功。
推动客户参与相关活动。

SaaS Adoption & Maintenance
Together with the Customer, define SaaS adoption plan for the first 90 days with Infobip.
Analyze customer data (package purchased vs. utilized, Portal user behavior) to improve customer experience and increase SaaS feature utilization.
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.
SaaS 采用与维护
与客户一起，为前 90 天与 Infobip 的 SaaS 采用制定计划。
分析客户数据以改善客户体验并增加 SaaS 功能利用率。
帮助客户更快地实现对 Infobip SaaS 解决方案的投资回报。
通过为客户举办 SaaS 产品演示，吸引更多用户和业务部门加入。


Growth and Retention
Own and create success plans for Infobip SaaS customers after the first 90 days.
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.
Together with Customer Growth Executive, compile the relevant information to conduct customer business reviews.


增长与留存
为 Infobip 的 SaaS 客户制定成功计划。
监控并主动解决已分配帐户的 SaaS 健康风险。
保持高客户满意度，并确保客户成为 Infobip 的倡导者。
与内部跨职能团队合作，利用与客户的关系，识别并获得 SaaS 跨销售机会。
参与 SaaS 产品特性更新和购买后的产品演示。
确保高 SaaS 续订率。
确保达到分配客户基础的季度保留、使用、采用和 CSQL（客户成功合格线索）KPI。
与客户增长执行一起，收集相关信息以进行客户业务审查。

Continuous Development
Influence the evolution of how Infobip provides end-to-end customer experience by continuously giving additional customer perspective to the internal stakeholders.
Participate in global customer success community through knowledge sharing and cross-regional transfer of successful practices.
Work hand in hand with the Customer Growth Executive and Product Sales Expert in ensuring the defined goals.
Have an excellent knowledge of Infobip products, platform, and market.
Have an excellent knowledge of client`s use cases
Have an excellent overview of business, competition, and latest industry trends.
Always be up to date with the overview of business, competition, and latest industry trends.


持续发展
通过不断提供额外的客户视角，影响 Infobip 如何提供端到端客户体验的演变，与内部利益相关者保持联系。
通过知识共享和跨区域成功实践转移，参与全球客户成功社区。
与客户增长经理和产品销售专家密切合作，确保达到定义的目标。
对 Infobip 产品、平台和市场有很好的了解。
对客户的使用案例有很好的了解。
对业务、竞争和最新行业趋势有很好的概述。
始终保持对业务、竞争和最新行业趋势的了解。


Hiring Requirements:
1.Bachelor Degree or above.
2.5 years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role.
3.Proficient in English.


招聘要求
1.本科或以上学历。
2.5年左右管理咨询、客户成功、客户管理、业务拓展或其他面向客户的相关经验。
3.流利的听说读写英语水平。

其他信息
语言要求：英语、普通话
行业要求：全部行业