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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 OP Technical Account Manager, Team Lead is a regional leadership position responsible for guiding a team of Technical Account Managers. This role ensures that client-facing interactions with telecoms (OPMs and PGMs) are well-supported and that back-office operations run efficiently.
In this leadership role, the individual guides team members effectively, delegating assignments and responsibilities based on territories. They provide the Head of Operator Partnerships Region with updates on ongoing processes with telecoms in the assigned region. Regular alignment with the Business Operations Expert on internal processes is maintained, and they actively seek ways to improve business operations. Besides leadership duties, they are also involved in the following day-to-day tasks.
Responsibilities:
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Prepare and present QBRs.
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Proactively communicate status, escalations, and recommendations for telecoms.
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Resolve billing disputes.
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Escalate issues to Operator Partnership Managers (OPMs), Partner Growth Managers (PGMs), Global Telecom Growth Lead, or Business Operations Expert.
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Dispatch issues to the Core Network Team.
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Handle sender registration.
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Manage Short Codes (SMS and USSD).
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Ensure smooth introduction and setup of services and solutions for assigned telecoms, including new service setup and traffic monitoring.
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Stay updated on industry trends, telecom sector products, and route pricing in cooperation with the Business Growth (BG) team.
Qualifications:
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Minimum of 5 years in a similar role within a B2B IT/software company, with a proven track record of leading highly effective teams. Experience with CPaaS or SaaS solutions is a plus.
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Proficient in data analysis and interpretation.
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Ability to work effectively with a global team and thrive in a virtual environment.
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Excellent written and verbal communication skills.
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Familiarity with A2P communications and SMS messaging is an advantage.
Why our employees choose us (and stay)?
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Never a dull moment – We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. Seriously, our clients are really cool. Work with the world’s leading companies and impact how they communicate with their users!
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Opportunity knocks. Often. – Being a part of a growing company in a growing industry – we challenge you not to grow! Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve.
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Learn as you grow – Starting from the Academy as an onboarding program, to internal education, education resources, e-learning to external education, we invest heavily in employee learning and development.
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Connect globally – Work with people from all over the world. We put the “global” in globalization.
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Compensation & Benefits – Competitive salary, travel allowance, expatriate compensation packages for your business trips, rewards and holiday bonuses, a team taking care of all the equipment you need, team buildings and other organized activities, organized sports, kitchen stocked with the usual suspects... Talk about a balanced lifestyle!
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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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