Account Manager

• Own the account's commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Provide client leadership with an honest assessment of performance and risks
• Negotiate SLAs, KPIs, rates, and scope with clients
• Work with Legal and Finance on MSAs, SOWs, and amendments
• Secure internal headcount, hiring priority, tooling, and training capacity
• Turn client requests into scoped, costed, and staffed workstreams
• Manage difficult conversations about missed SLAs, escalations, and rejected requests
• Build and launch teams from scratch, including hiring, training, QA, reporting, and go-live
• Expand language and time-zone coverage across hubs as clients enter new markets
• Establish SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers
• Lead root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions, lead service recovery, and adapt support to the guest journey
• Build the team lead and supervisor layer, manage attrition and engagement, and develop successors
• Collaborate with the Chief Client Officer to help clients grow and lead the supporting team

Key Account Manager

• Own the account’s commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report performance and risks to client leadership
• Negotiate SLAs, KPIs, rates, scope, MSAs, SOWs, and amendments with clients and internal Legal and Finance teams
• Secure headcount, hiring priority, tooling, and training capacity
• Convert client requests into scoped, costed, and staffed workstreams
• Handle missed SLAs, escalations, and requests outside the agreed scope
• Build and launch teams, including hiring, training, QA, reporting, and go-live
• Expand language and time-zone coverage across company hubs
• Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
• Conduct root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions
• Lead service recovery and adapt support to the guest journey
• Develop team leads and supervisors, maintain attrition and engagement targets, and grow successors

Key Account Manager – EU

• Build and grow long-term partnerships with Infobip’s strategic clients and partners
• Ensure high service quality, commercial growth, and stability across assigned accounts
• Act as a trusted partner who understands client needs and Infobip’s portfolio
• Maintain strong relationships with strategic clients and partners
• Analyze, develop, and implement sales and procurement strategies
• Identify expansion opportunities across traffic, destinations, products, and services
• Own gross profit and revenue growth for assigned clients
• Monitor service usage and partner activities to ensure optimal traffic delivery and service quality
• Provide structured reporting on activities, results, partner performance, progress, and customer feedback
• Maintain accurate records of interactions
• Collaborate with internal teams and management to ensure service stability and implement strategic plans
• Track market and industry trends, share insights, and apply best practices

Account Manager jobs in Croatia

Key Account Manager

Key Account Manager – EU

Global Account Manager