Area Customer Success Manager

Job Purpose 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. Key Challenges Competing in a fintech landscape with limited annual investment vis--vis long-term funding models of competitors. Dependence on partner businesses for product development and on call centres for sales closures. Need for real-time, high-quality customer interaction and service. Navigating stakeholder alignment across businesses. Driving agile solution development using modern methodologies despite traditional tech infrastructure. Key Result Areas (KRAs) Key Result AreasSupporting ActionsOpportunity Identification - Mine cross-sell opportunities from central data - Understand customer insights to pitch effectively - Stay updated on product suite and its customer fit - Propose combination solutions as per customer needs - Work with product managers to design propositions Cross LOB Communication - Build rapport with CSEs to enhance lifecycle value - Collaborate across units for aligned cross-sell targets - Draft zone-level cross-sell plans with cross-unit inputs Managing Lead Generation and Closure - Drive leads via internal networking with CSEs - Coordinate with sales teams to ensure lead closure Query Redressal - Troubleshoot and resolve escalated issues promptly Achieving Acquisition & Cross-Sell Targets - Meet branch-wise new acquisition and cross-sell goals - Tailor and deliver contextual offerings to customers - Monitor and improve scale/quality of delivery continuously Relationships Relationship TypeFrequencyNatureInternal Cross-functional TeamsDailyCollaborate to achieve cross-sell and acquisition goals External Natural Market / Central LeadDailyUse market and central data to identify opportunities and drive productivity