ACSM - Hyderabad

The role is responsible for driving cross-selling opportunities, fostering customer satisfaction, and achieving business targets within a branch. By leveraging centrally shared customer data and collaborating with cross-functional teams, the Area Customer Success Manager identifies and capitalizes on opportunities to promote the ABCL products and services, ultimately enhancing customer value and expanding the customer base.

Organizational Context
ABC Digital has been incorporated as a wholly owned subsidiary of Aditya Birla Capital in 2023 to engage in distribution of Aditya Birla Capital products and providing services to customers, including web-based services, e-commerce, and payments facilities and allied activities. ABC Digital is developing an omni-channel based D2C platform (website and app) to acquire new customers and serve them seamlessly. In addition, ABC Digital has started a virtual engagement management through inbound and outbound calling. Also, ABC Digital is engaged in cross-selling different ABC products to walk-in branch customers. ABC Digital is collaborating with all ABCL subsidiaries to deliver a truly personalised and seamless omni-channel experience for both new and existing customers by building capacity and enhancing productivity through investments in talent, technology, marketing, and data and analytics. Key Challenges The biggest challenge is to compete in the new paradigm fintech where new competitors are making large investments from a long-term view, but ABC is making investments basis an annual break-even model. Moreover, our tech approach is traditional which creates a challenge in imagining and delivering innovative and agile tech solutions for new-age user experience. As ABCL does not manufacture any products and is not licensed to sell any products, the core challenge of the job is the dependence on businesses to give simple and relevant products with 3-click digital journeys to purchase these products. The dependence also extends to Call Centre desks to close the sale in cases where customers prefer to talk to an agent. 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.

Minimum Experience Level

Job Qualifications