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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.
Head of Customer Success is a regional role, reporting directly to the VP of Revenue, responsible for aligning global business strategy with regional needs, while managing the Customer Succes team and ensuring customer satisfaction, retention and revenue growth.
Responsibilities
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Leads a team of Customer Success Executives across the entire Latam region
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Develops a regional people strategy and coach individuals to sustainably find, grow, and keep the best current and future talent
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Develops a strategy for SaaS products in Latam region
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Through personal commitment and with functional expertise nurtures best practices to ensure excellence – constantly looks for new knowledge and practices to boost area´s performance
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Work closely with Squad Leaders to ensure the SaaS strategy is effectively implemented in the market.
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Responsible for Customer Success Executives performance management (assigns and focuses on functional goals)
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Drives performance improvement programs and conducts applicable disciplinary measures
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On a quarterly basis create/update employee development goals while ensuring creation and clear visibility of a planned career progression
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In collaboration with enablement supporting teams conducts capability assessments and identifies and promotes necessary skill development initiatives
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Drives hiring process for their team
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Serves as the internal stakeholder’s main point of contact to ensure proper tooling implementation and continuous development (including improvements and removing roadblocks around)
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Ensures functional coherence within the area by coordinating and training members and fostering collaboration and knowledge sharing
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Requirements
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Bachelor Degree. MBA/Master preferred
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7+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
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SaaS experience: Industry & market knowledge
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Experience in working with complex, multi-divisional, multi-geographical customers
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Cross-cultural management
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Proven track record of exceeding customer expectations and achieving measurable results.
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Demonstrated ability to build trusted relationships with senior-level executives.
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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