Job Locations US-WA-Seattle | US-NJ-Jersey City
ID
2021-1520
Department
Global Operations
Type
Regular Full-Time

Job Posting Title

Customer Success Executive

About OpenMarket

We’ve got a pretty good thing going on here at OpenMarket. We’re leaders of a mobile industry that's transforming the way customer-obsessed businesses communicate with their customers. Join our team: we're friendly, caring, weirdly tenacious, and fun.

 

The world’s biggest brands seek us out because we love finding ways to help them make their customers’ lives easier. This obsession with customer experience helps us develop software, technology, and processes that competitors all over the world desire.

 

In 2020 OpenMarket became part of the Infobip group. This combination brings together two world-class companies to form a leading global player in cloud communications, with combined revenue runrate of more than $1 billion enabling more than 14 billion customer interactions every month in more than 190 countries around the globe.

OpenMarket Culture

We’re seeking enthusiastic, collaborative, and resourceful people from a range of backgrounds who know how to get things done. Success comes from our culture, diversity, and dynamic global team.  We value people who are authentic, take ownership, and deliver together. Does this sound like you? 

About the Role

As a Customer Success Executive, you will ensure our customers have a positive experience from contract execution through onboarding and adoption of our solutions. You will work closely with the regional commercial teams managing key accounts. In this role you will help drive operational and delivery expectations and alignment between our customers and the broader organization, while fostering collaborative and effective communication. You will be key in leading our effort to be a customer-centric organization. You will drive usage and adoption through activities defined as critical to ensure a customer's success.

What You'll Be Doing

  • Work closely with Sales and clients to understand requirements and ensure smooth onboarding and adoption.
  • Communicate with clients and manage expectations to maintain positive client relations.
  • Lead and coordinate onboarding activities of multiple clients simultaneously, while meeting timelines, to ensure revenue recognition according to forecast.
  • Be the voice of the customer back to our Product organization, communicate trending customer feedback and ideas.
  • Guide customers through implementation and adoption, navigating varying technical landscapes of customer environments to work successfully with our products.
  • Maintain deep understanding of our platform and speak with customers about the most relevant features/functionality for their specific business needs.
  • Identify and lead resolution of risks, issues, and delays related to customer adoption.
  • Ensure smooth transition to production support for new services and use cases.
  • Perform regularly scheduled meetings with key stakeholders to ensure customer goals are met.
  • Participate in global customer success community through knowledge sharing and cross-regional transfer of successful practices.

What to Bring

  • 5+ years of experience in customer success management.  
  • Experience working with A2P SMS, Communication Technology, Saas, CCaas, CPaas, Paas or within the IT industry.
  • Experience in partnering and presenting to C-Level.
  • Understanding of Customer Journey.
  • Exceptional communication skills.
  • Excellent command of MS Office suite, especially MS Excel.
  • Analytical and organizational skills, with a systematic approach to problems.
  • Ability to work individually and in teams across all levels of the organization.

Education/Training

  • Bachelor's degree in Business, Communications, IT or equivalent experience.

You'll Be a Great Fit If

  • You love being a part of a small, dynamic, and agile team that encourages you to learn and grow.
  • You desire to work with some of the world’s top brands.
  • You love finding solutions to interesting problems and figuring out how things work.
  • You welcome having autonomy with complex tasks.
  • You are passionate about using your experience and expertise to inspire the team.

Additional Information

This position is open in Seattle, WA, Jersey City, NJ or Remote.

 

OpenMarket, an Infobip Company embraces diversity and is an equal opportunity (EEO) employer.

 

We are unable to sponsor new U.S. work visas at this time.

 

Employment in this position may be contingent upon successful completion of a criminal and/or credit background investigation.

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