Regional Customer Success Manager - Kolkata
Regional Customer Success Manager - Kolkata
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Job Description
Job Purpose
The Regional Customer Sucess Manager is responsible for the growth and expansion of the business as well as creating customer value during the lifetime of the existing customers by understanding the customers overall needs and matching those to the products/services that are offered.
Job Context & Major Challenges
Job Context/ Job Challenges:
The Aditya Birla Capital (ABCL) has diverse industry-leading businesses across multiple verticals including lending life insurance health insurance insurance booking mutual funds housing finance wealth management insurance advisory services retail broking distribution of third-party products etc. The rationale for the role lies in the advantage of leveraging internal & external insights to identify opportunities to develop & deliver new initiatives which will introduce new products & services that will drive growth and improve the customer experience.
Challenges:
Speedy delivery of communication instant assistance or access to online resources for customer queries
Adding value to any conversation at a rapid pace is one of the main challenges
Getting support from the stakeholders across the business
Drive the ways of working in the development processes improving the quality of solutions and ensuring we can deliver value as early as possible using a range of methodologies.
Key Result Areas
Understanding relevant user insights and pitch cross-sell opportunities through the assigned team members
Awareness of available products bouquet and their fit with various customer personas
Identifying opportunities to offer combination solutions based on customer needs
Identifying areas of improvement for each product with respect to cross-sell opportunities
Working with the product managers to build product-wise cross-sell propositions
Work with cross-unit teams to set and achieve targets for cross-selling new client acquisition & higher products per customer
Drawing up the cross-sell blueprint for the zone with cross-unit alignment
Follow up for the closure of leads generated
Working with technology and other teams to drive implementation
Owning and delivering the cross-sell strategy and plan for the zone
Ensuring consistent delivery of cross-selling product/service offerings driving innovation basis contextual needs of the customer
Tracking scale and quality on a day-to-day basis and identifying opportunities for improvement
Required Experience:
Manager
Employment Type
Full Time
