Sales Operations Executive

Infobip•Chicago, IL

1d•Hybrid

About The Position

Working at Infobip means being part of something truly global. With 75+ offices across six continents, we’re not just building technology — we’re shaping how more than 80% of the world connects and communicates. As employees, we take pride in contributing to the world’s largest and only full-stack cloud communication platform. But it’s not just what we do, it’s how we do it: with curiosity, passion, and a whole lot of collaboration. We operate with an AI-first mindset, embedding intelligent tools into our daily workflows to work smarter and more efficiently. Every role here benefits from and contributes to this approach. If you're looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity. Let’s build what’s next, together. As a Sales Operations Executive at Infobip, you will support customers post-implementation by assisting with account operations, billing, service changes, issue resolution, and performance reviews, while partnering with internal teams to ensure a smooth customer experience and ongoing account success.

Requirements

Bachelor’s degree in business administration, Finance, Accounting, Telecommunications, or a related field.
3–5 years of experience in customer operations, telecom operations, account operations management or financial/account management.
Experience working directly with enterprise or carrier customers.
Strong analytical and problem-solving skills.
Excellent written and verbal communication.
Ability to prioritize multiple requests in a fast-paced environment.
Advanced Excel or Google Sheets skills.
CRM experience (Salesforce preferred).
Experience working with ticketing systems and operational workflows.

Nice To Haves

Experience in the telecommunications or CPaaS industry.
Familiarity with voice services such as SIP Trunking, Toll-Free, DID provisioning, or PSTN connectivity.
Experience reviewing contracts, Assignment & Assumption agreements, LOAs, and service orders.
Knowledge of billing disputes, taxation, invoicing, and pricing negotiations.
Understanding of telecom regulations (FCC, KYC requirements, STIR/SHAKEN, LNP processes) is a plus.
Experience coordinating with Finance, Legal, Engineering, Regulatory, and NOC teams.

Responsibilities

Lead and facilitate the customer onboarding process following implementation, including initial production voice traffic reviews, first invoice reviews, and user portal demonstrations.
Serve as the primary internal and external point of contact for customer billing inquiries, disputes, and resolution efforts.
Act as the primary escalation point for customer trouble tickets, coordinating resolution across internal teams.
Take lead in coordinating and managing MACD (Move, Add, Change, Disconnect) orders for existing customer accounts, ensuring timely execution and customer satisfaction.
Monitor customer voice traffic trends, network utilization, and capacity requirements to ensure optimal service performance.
Coordinate product and pricing modifications through pricing requests, contract amendments, and related customer communications.
Lead account management and network performance reviews with customers through weekly, monthly, and quarterly business review (QBR) meetings, providing insights, recommendations, and performance updates.
Collaborate in the development and utilization of AI-driven dashboards, reports, and tools to identify and implement opportunities for improved team productivity, operational efficiency, and customer experience.
Contribute to ongoing company initiatives, special projects, and process improvement efforts as required.
Provide ongoing support to internal Sales teams, serving as the primary point of contact for account-related matters.
Coordinate with cross-functional teams, including but not limited to Billing, Finance, Pricing, Legal, LNP, Engineering, Voice Regulatory, and Voice Support, to support customer requests, service delivery, operational initiatives, and issue resolution.

Benefits

Medical, Dental, and Vision insurance
Basic life insurance
401(k) plan participation with company match
Short-term and long-term disability insurance
Wellness plan of up to $500/year pro-rated based on hire date
PTO: Accrual of up to twenty-three (23) vacation days per year, accrual of up to nine (9) sick days per year, plus carryover of up to nine (9) sick days annually
Additional leave time for marriage, relocation, bereavement, and other major life events
Twelve (12) weeks of paid parental leave
Participation in employee share ownership plan (ESOP)
Fourteen (14) paid holidays annually
Performance-driven bonuses
Regular reviews to support your growth and recognize your contributions
Employee Stock Ownership Plan (ESOP)
Special leave days for life’s big moments
Internal mobility, upskilling, and mentorship
Onboarding, mentorship, and training programs