Customer Growth Executive

JB Hired; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in tech solutions in Kuala Lumpur is seeking a Customer Growth Executive to build and maintain relationships with clients. This role involves ensuring customer satisfaction, coordinating internal teams, and meeting performance metrics. The ideal candidate will have over 5 years of B2B experience, exceptional communication skills, and a relevant degree. This position offers opportunities for professional growth and teamwork.

Benefits

Team spirit promotion

Mentorship opportunities

Qualifications

• 5+ years of experience in B2B enterprise key account management or customer success.
• Exceptional English communication skills.
• Strong analytical and organizational skills.

Responsibilities

• Build and maintain relationships with Tier1 clients.
• Ensure customer satisfaction and retention.
• Meet and exceed quarterly KPIs.

Skills

Customer relationship management

Analytical skills

Communication skills

Problem-solving

Education

Bachelor's degree in Business or related field

Job description

Position Summary

As a Customer Growth Executive, you'll be building and maintaining relationships with existing clients, understanding their business in-depth, ensuring their satisfaction and retention, and helping them grow together with new clients. You are accountable for coordinating activities with internal cross-functional teams to retain existing business and explore/pursue possibilities of expanding new business opportunities.

Job Description

• Build and maintain trusted relationships with assigned (Tier1) clients to achieve overall customer health and growth (regular meetings, sharing strategy and roadmap, helping position against competitors).
• Serve as a focal point for clients when it comes to meeting client's business and technical expectations (technical escalations, services/product adoption, communicating customer feedback and ideas to Product teams).
• Coordinate different teams to best serve customers.
• Understand the client's structure and processes around choosing/implementing new solutions.
• Meet and exceed quarterly KPIs, to ensure overall business growth for assigned clients (gross profit, margin%, and cross-sells as the most important metrics).

Work closely with Customer Success for existing and future SaaS business.

• In cooperation with TAA, ensure the client's account is properly set up / collaborate with Platform Operations teams to arrange setup which enables the client's activities based on agreed business scope (account creation and set-up, 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 traffic, take immediate reactions to ensure ongoing business growth, minimize losses, and maximize GP/revenue.

Internal initiatives

• Power‑user, and help to improve (by providing constructive feedback and ideas) Infobips internal tools for account setup, traffic monitoring, and troubleshooting (Qlik, SU).
• Coordinate internal teams to timely fulfill client's requirements (Customer Success, Sales Engineers, Customer Support, Technical Account Administration, Platform Operations, Customer Analyst, Procurement, Revenue Assurance).

Update all activities regarding client engagements and opportunities in dedicated tools (SF).

Benefits

Promote team spirit and nourish critical thinking.

Help mentor and onboard other team members and newcomers.

Have an excellent knowledge of Infobip products, platforms, and relevant markets.

• Have an excellent knowledge of client's businesses and ways they (can) use the platform.

Be up to date with industry trends and competition.

Job Requirements

• Bachelor's degree in Business, Management, Communications, IT, Telecommunications, or other related degree; or equivalent combination of education and experience.
• At least 5 years of experience in B2B enterprise key account management, customer success, client relations, professional services, consultancy, or business development.

SaaS industry experience is a plus.

Exceptional professional English communication skills.

Strong administration, analytical, and organizational skills, with a systematic approach to problems.