Customer Success Associate

Overview

Infobip Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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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.

Key Responsibilities

• Manage Self-Service Customers : Actively engage with self-service customers to ensure their needs are met and they achieve success using our digital products and services.
• Minimize Risks and Identify Growth Opportunities : Monitor self-service customer interactions to identify potential risks and opportunities for growth. Proactively address issues and capitalize on opportunities to enhance customer satisfaction and retention.
• Respond to Self-Service Customer Requests : Promptly respond to inquiries and requests from self-service customers, providing assistance and guidance as needed to resolve issues and address concerns.
• Contribute to Self-Service Improvements : Collaborate with more experienced colleagues to identify areas for improvement in self-service processes and customer experience. Actively participate in implementing enhancements to drive greater efficiency and effectiveness.
• Drive Continuous Improvement in Lead Quality and Conversion Rates : Work closely with internal teams, including marketing and sales, to optimize lead quality and conversion rates within the self-service customer segment. Provide insights and recommendations based on customer data analysis to improve marketing-to-self-service and self-service-to-sales conversion funnels.
• Analyze Data from Self-Service Customers : Utilize data analysis techniques to extract insights from self-service customer interactions and behaviors. Identify potential leads within the self-service segment and prepare these leads for handoff to the sales department.

Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. 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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