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 75+ offices on six continents, Infobip’s platform is used by almost 80% 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.
The Customer Growth Chapter Lead is responsible for aligning and scaling the customer growth strategy for Spanish-speaking LATAM. They aim to build and maintain high-performing teams that successfully achieve business targets, support stakeholders, and proactively suggest improvements.
The Chapter Lead defines initiatives and projects that are priorities for the region with the SD and VP of revenue. It´s strategic support for the CGEs to allocate priorities and resources to support the right execution plan. It works closely with the global and regional teams to increase productivity and engagement of global resources.
Scope & Responsibilities:
• Cascade company business objectives, work on customer growth strategy, and ensure functional delivery at the LATAM level (achieving business targets, team planning, alignment with departmental and company goals, cascading, and driving OKRs).
• Acts as co-responsible, with regional & vertical management, for planning, budgeting, and profitability of the Customer Growth organization.
• Establish the most effective methodology, tools, and processes to manage customer activities (retention, adoption, satisfaction, advocacy, and expansion).
• Drives innovation, new practices, and process optimization (collaborates with all internal functions) to provide the best possible service to customers.
• Have an excellent overview of business, competition, and the latest industry trends.
• Accountable for the highest quality standards of the Customer Growth function.
• Ensure alignment with Regional/Global management and promote Customer Growth strategy while considering regional specifics.
• Proactively promotes Customer Growth function on a global level towards different stakeholders.
• Ensure alignment with company priorities, other departments, and stakeholders’ needs.
• Encourage knowledge and best practices sharing within Customer Growth functions and across the company.
• Collaborate with top leadership of all Infobip functions to ensure world-class customer experience, achieving business goals and continuous process improvements.
• Nurtures relationships with key stakeholders from the customer and supplier side.
• In cooperation with Regional management, continuously develop and support leaders to achieve high productivity, engagement, and retention within teams.
• Conduct check-in meetings with the Customer Growth team to implement and adjust strategies.
Success metrics:
• GP Growth: Increase in GP attributed by Cross-sell, Ups sell opportunities
• Customer Retention Rate: Percentage of clients retained over a specific period. • Implementation of New Processes and Tools: Successful rollout and adoption rate of new systems and tools.
Requirements:
• Bachelor's degree in Business, Management, IT, Telecommunications, or other related degree; or equivalent combination of education and experience.
• At least 7 years of experience in B2B enterprise key account management, customer success, client relations, or business development.
• Strong leadership skills will be assessed and considered in the selection process, regardless of specific prior leadership experience in a formal role.
• Exceptional professional English communication skills.
• Strong administration and organizational skills
Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. That's why Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status, or any other part of one's identity.
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What We Do
HIRING NOW! Infobip helps businesses build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact center solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty.
We work with large organizations, including seven of the world’s 10 biggest brands, across sales and marketing, operations, human resources, IT and security, and customer service. Our mobile engagement solutions help optimize operational functions, enhance internal and external communications, improve customer experiences, reduce support costs, generate new revenue, and gain a competitive advantage.
Whether two-factor authentication for high-tech retailers, emergency alerts for global giants, or mobile-giving solutions for large charities, Infobip offers the scale, service flexibility, reliability, and heritage to provide interactive solutions for today and in the future.
Companies choose Infobip for our domain expertise, service flexibility, demonstrated performance and reliability, global scale, and corporate maturity.
Why Work With Us
We work with some of the biggest enterprises in the world to make their customers’ lives better. But we’re small enough that every person counts. We’ve got a passion for our technology to rival any start-up. Our people are the best and most professional in the world. But we’re a suits-and-bureaucracy free zone.
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