Sales Operations Executive

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.
• Coincide 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.

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.

Preferred Qualifications

• 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.

Company Initiatives

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.

Benefits & Perks

• 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.

Why you'll love it here

• Financial rewards & recognition - A fair compensation aligned with your experience, industry, and market standards, performance-driven bonuses, regular reviews to support your growth and recognize your contributions, and a culture that values your impact.
• Flexible work arrangements - We combine in-person collaboration with remote work and flexible working hours, because great ideas happen everywhere - and not always between 9 and 5.
• ESOP (Employee Stock Ownership Plan) - As an Infobip employee, you’ll have the opportunity to share in our company’s success through stock options.
• Work-life balance and Well-being - We offer time off when you need it, special leave days for life’s big moments, and a flexible hybrid work model tailored to local regulations.
• Career mobility - Your career is a journey. With internal mobility, upskilling, and mentorship, we help you shape your path.
• Professional development - Learning never stops. Onboarding, mentorship, and training programs help you grow - no matter where you start.
• International mobility - Ready to take your career global? Explore short and long-term opportunities in our Hubs worldwide.