Customer Growth Executive

📌 Core Information

🔹 Job Title: Customer Growth Executive

🔹 Company: Infobip

🔹 Location: Kuala Lumpur, Malaysia

🔹 Job Type: On-site

🔹 Category: IT Services and IT Consulting

🔹 Date Posted: 2025-07-18

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Building and maintaining trusted relationships with assigned Tier 1 clients to achieve overall customer health and growth
• Serving as a focal point for clients to meet their business and technical expectations
• Coordinating internal teams to fulfill client's requirements and opportunities
• Analyzing and forecasting client's traffic to ensure ongoing business growth and maximize GP/revenue

ASSUMPTION: This role requires a strong focus on customer success and account management, with a significant portion of time dedicated to client interactions and internal team coordination.

📋 Key Responsibilities

✅ Build and maintain trusted relationships with assigned Tier 1 clients to achieve overall customer health and growth (regular meetings, share Infobip strategy and roadmap, help position Infobip against competitors)

✅ 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). Coordinate different teams in order to best serve customer.

✅ Understand 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 CPaaS Registrations, ensure client's account is properly set-up / collaborate with Platform Operations teams to arrange setup which enables 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's traffic, take immediate reactions to ensure ongoing business growth, minimize losses, and maximize GP/revenue.

✅ Power user, help improve Infobip’s internal tools for account setup, traffic monitoring and troubleshooting (Qlik, SU) by providing constructive feedback and ideas.

✅ Coordinate internal teams to timely fulfill client's requirements (Customer Success, Sales Engineers, Customer Support, CPaas Registrations, Platform Operations, Customer Analyst, Procurement, Revenue Assurance).

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

✅ Influence Infobip’s ever-evolving end-to-end customer experience by grasping and continuously promoting client’s perspective to the internal stakeholders.

✅ Promote team spirit and nourish critical thinking.

✅ Help mentor and onboard other team members and newcomers.

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

✅ Have an excellent knowledge of client`s business and ways they (can) use Infobip.

✅ Be up to date with industry trends and competition. Stay always on top with competition and latest industry trends.

ASSUMPTION: This role involves a high degree of client interaction and internal team coordination, requiring strong communication, organizational, and analytical skills.

🎯 Required Qualifications

Education: Bachelor's degree in Business, Management, Communications, IT, Telecommunications, or other related degree; or equivalent combination of education and experience.

Experience: At least 5 years of experience in B2B enterprise key account management, customer success, client relations, professional services, consultancy, or business development.

Required Skills:

• Exceptional professional English communication skills
• Strong administration, analytical and organizational skills, with a systematic approach to problems.

Preferred Skills:

• SaaS industry experience

ASSUMPTION: Given the nature of the role, candidates with a strong background in customer success, account management, or related fields are likely to be the best fit.

💰 Compensation & Benefits

Salary Range: Based on industry standards for a Customer Growth Executive in Kuala Lumpur with 5-10 years of experience, the estimated salary range is RM 120,000 - RM 180,000 per year (approximately USD 27,000 - USD 40,000).

Benefits:

• Health insurance
• Retirement plans
• Employee assistance programs
• Learning and development opportunities

Working Hours: Full-time, Monday to Friday, with occasional overtime as needed.

ASSUMPTION: The salary range is an estimate based on market research and may vary depending on the candidate's skills, experience, and negotiation.

📌 Applicant Insights

🔍 Company Context

Industry: Infobip operates in the IT Services and IT Consulting industry, focusing on global communications solutions for businesses and developers.

Company Size: Infobip has 1,001-5,000 employees, providing a mid-sized company environment with opportunities for growth and collaboration.

Founded: Infobip was founded in 2006 and has since grown into a global leader in omnichannel engagement, powering a broad range of messaging channels, tools, and solutions.

Company Description:

• Infobip is a global leader in omnichannel engagement, powering a broad range of messaging channels, tools, and solutions for advanced customer engagement, authentication, and security.
• The company helps its clients and partners overcome the complexity of consumer communications, grow their business, and enhance the customer experience in a fast, secure, and reliable way.
• Infobip is committed to quality engineering and has grown into an Engineering Powerhouse with 70+ offices in 6 continents and over 3,700 experts.

Company Specialties:

• A2P SMS messaging
• Mobile operators solutions
• 2-Factor Authentication
• Operator partnerships
• Telecommunications
• REST API
• Omnichannel communications
• RCS
• Mobile Identity
• WhatsApp Business
• Messaging
• Engineering
• Development
• Customer experience
• Retail Communications
• Banking communications
• Chat Apps
• and SaaS (software as a service)

Company Website: Infobip Website

ASSUMPTION: Infobip's focus on global communications solutions and commitment to quality engineering make it an attractive employer for professionals seeking a dynamic and innovative work environment.

📊 Role Analysis

Career Level: This role is at the mid-career level, requiring a solid foundation of experience in customer success, account management, or a related field.

Reporting Structure: The Customer Growth Executive reports directly to the Customer Success Manager or a similar role within the organization.

Work Arrangement: This is an on-site role, with the primary work location being Infobip's office in Kuala Lumpur, Malaysia.

Growth Opportunities:

• Progression into senior roles within the Customer Success or Account Management teams
• Expansion into other areas of the business, such as sales, product management, or engineering
• International assignments, as Infobip has offices in over 60 countries

ASSUMPTION: Given Infobip's global presence and commitment to employee growth, there are ample opportunities for career progression and development within the organization.

🌍 Location & Work Environment

Office Type: Infobip's Kuala Lumpur office is a modern, collaborative workspace designed to foster innovation and creativity.

Office Location(s): Suite 3A-07, Block 4805 CBD Perdana 2, Cyber 12, 63000 Cyberjaya, Selangor Darul Ehsan, Malaysia

Geographic Context:

• Cyberjaya is a technology hub and a key center for IT and technology companies in Malaysia
• The area offers a mix of urban and green spaces, with easy access to amenities and public transportation
• Cyberjaya is located approximately 30 kilometers south of Kuala Lumpur's city center

Work Schedule: The standard work schedule is Monday to Friday, 9:00 AM to 6:00 PM, with occasional overtime as needed.

ASSUMPTION: Infobip's Kuala Lumpur office provides a modern, collaborative work environment that supports productivity and innovation.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening with the HR team
• Technical interview with the hiring manager or a relevant team member
• Final round interview with the Customer Success Manager or a senior team member
• Background check and offer extension

Key Assessment Areas:

• Customer success and account management skills
• Communication and interpersonal skills
• Analytical and problem-solving abilities
• Industry knowledge and understanding of Infobip's products and services

Application Tips:

• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Prepare examples of your past successes in customer success, account management, or related fields
• Research Infobip's products, services, and industry to demonstrate your understanding and enthusiasm for the role

ATS Keywords: Customer Success, Account Management, Client Relations, SaaS, Customer Orientation, Business Growth, Traffic Analysis, Team Coordination, Problem Solving, Technical Escalation, Industry Trends, Product Knowledge, Financial Monitoring, Feedback

ASSUMPTION: Infobip's interview process is designed to assess candidates' skills and cultural fit, with a focus on customer success, communication, and analytical abilities.

🛠️ Tools & Technologies

• Salesforce (SF)
• Qlik
• ServiceUniverse (SU)
• Infobip's internal tools and platforms

ASSUMPTION: Familiarity with Salesforce, Qlik, and ServiceUniverse is beneficial for this role, as they are commonly used tools in customer success and account management.

👔 Cultural Fit Considerations

Company Values:

• Customer-centric
• Innovative
• Collaborative
• Reliable
• Passionate

Work Style:

• Dynamic and fast-paced
• Collaborative and team-oriented
• Results-driven and focused on continuous improvement
• Adaptable and open to change

Self-Assessment Questions:

• Do you have a strong customer focus and a passion for helping clients succeed?
• Are you comfortable working in a dynamic, fast-paced environment and adapting to change?
• Do you thrive in a collaborative, team-oriented work environment?
• Are you results-driven and committed to continuous improvement?

ASSUMPTION: Infobip's company culture values customer-centricity, innovation, collaboration, reliability, and passion, making it an attractive employer for professionals who share these values.

⚠️ Potential Challenges

• Managing multiple client relationships and prioritizing workloads effectively
• Navigating a dynamic and fast-paced work environment
• Adapting to changes in client needs, market trends, and internal processes
• Working with diverse internal teams and stakeholders to fulfill client requirements

ASSUMPTION: While this role presents various challenges, it also offers opportunities for professional growth and development within a dynamic and innovative work environment.

📈 Similar Roles Comparison

• Customer Success Manager vs. Customer Growth Executive: While both roles focus on customer success, the Customer Growth Executive role has a stronger emphasis on business growth, account management, and client relationship building.
• Industry-specific context: Infobip's focus on global communications solutions and omnichannel engagement sets it apart from other IT services and consulting firms.
• Career path comparison: The Customer Growth Executive role can serve as a stepping stone to senior roles within the Customer Success or Account Management teams, or provide a pathway to other areas of the business, such as sales, product management, or engineering.

ASSUMPTION: Understanding the differences between similar roles and the unique aspects of Infobip's business model can help candidates tailor their applications and prepare for interviews more effectively.

📝 Sample Projects

• Developing and implementing a customer success strategy for a key client, resulting in a 20% increase in customer satisfaction scores and a 15% increase in revenue within six months.
• Leading a cross-functional team to migrate a client's communication channels to Infobip's platform, ensuring minimal disruption to the client's operations and a successful transition.
• Analyzing client traffic data to identify trends, optimize communication strategies, and maximize GP/revenue for a portfolio of clients, resulting in an average increase of 10% in revenue across the portfolio.

ASSUMPTION: Familiarity with customer success strategies, cross-functional team leadership, and data analysis can help candidates demonstrate their qualifications for this role.

❓ Key Questions to Ask During Interview

• Can you describe the most challenging client relationship you've managed and how you overcame the obstacles to achieve a successful outcome?
• How do you prioritize and manage multiple client relationships and workloads effectively?
• Can you provide an example of a time when you had to adapt to a significant change in a client's needs or market trends, and how you responded to ensure business continuity?
• How do you collaborate with diverse internal teams and stakeholders to fulfill client requirements and opportunities?
• What opportunities are there for professional growth and development within the Customer Success or Account Management teams, and how does Infobip support employees in achieving their career goals?

ASSUMPTION: Asking thoughtful and insightful questions during the interview process can help candidates better understand the role, the company culture, and the opportunities for professional growth and development.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role, with a focus on customer success, account management, and business growth
• Prepare examples of your past successes in customer success, account management, or related fields to demonstrate your qualifications during the interview process
• Research Infobip's products, services, and industry to demonstrate your understanding and enthusiasm for the role
• Follow up with the hiring manager or HR team one week after submitting your application to inquire about the status of your application and express your continued interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.