Mid Market Customer Growth Associate (Italian Speaker)

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 Mid-Market Customer Growth Associate’s role is to drive client satisfaction, retention, and growth by managing client relationships, meeting performance goals, ensuring proper account setup and risk management, analyzing client data, coordinating with internal teams, and continuously developing skills and knowledge.
 

Responsibilities:
 

Customer Orientation

• Start building and maintaining trusted relationship with assigned (Tier 2) clients to achieve overall customer health and growth.
• 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). Learn how to coordinate different teams.
• Work on meeting and exceeding quarterly KPIs, to ensure overall business growth for assigned clients (gross profit, margin% and cross-sells as the most important metrics, followed by NRR, tier2 to tier1 transitions…).
• Ensure client's account is properly set-up which enables client's activities based on agreed business scope (account creation and setup, route management, sender registration, allowed content filtration setup and maintenance).
• In cooperation with Revenue Assurance, monitor and take actions to minimize health risks (actively involve ensuring financial collections and netting).
• Analyze and forecast client's traffic, take immediate reactions to ensure ongoing business growth, minimize losses, and maximize GP/revenue.
• Collaborate closely with the Self Service team when transitioning customers to Self Service or upgrading them to Managed serv ices. 
• Ensure a thorough internal handover with the Self Service team and a smooth handoff with the customers.
   

Internal initiatives

• Use Infobip’s internal tools in order to setup accounts, monitor and troubleshoot client’s traffic (Qlik, SU, SF).
• Cooperate with all internal teams helping fulfilling client's requirements (Customer Success, Sales Engineers, Customer Support, CPaaS Registrations, Platform Operations, Customer Analyst, Procurement, Revenue Assurance). Learn how to best work with them.
• Update all activities regarding client engagements and opportunities in dedicated tools (SF).
   

Continuous Development

• Team Collaboration: Learn to be a cooperative team player.
• Education and Training: Participate in ongoing education sessions, including running meetings and holding presentations, to enhance skills and knowledge.
• Product and Market Knowledge: Continuously learn about the company's products and services.

Qualifications:

• Bachelor’s degree in Business, Economics, Communications, or a related field
• 1–2 years of relevant experience in customer success, account management, sales support, or a similar client-facing role is preferred (internships or project-based roles also considered)
• Strong communication and interpersonal skills with a customer-oriented mindset
• Proactive, organized, and able to manage multiple priorities in a fast-paced environment.
• Fluent in English and Italian