Branch Customer Success Manager

Roles and Responsibilities

• Manage a team of customer success professionals to drive revenue growth through cross selling, upselling, and retention strategies.
  
• Identify new business opportunities by leveraging existing relationships with key decision-makers at target companies.
  
• Collaborate with internal stakeholders to ensure seamless delivery of services across departments such as sales, marketing, and operations.

Supporting Actions

Opportunity identification

• cross sell opportunities from centrally shared customer data
• Understanding relevant user insights and pitch cross-sell opportunities directly and through customer service executives (CSEs) of units
• Awareness of available products bouquet and their fit with various customer personas
• Identifying opportunities to offer combination solutions based on customer needs

Cross LOB communication

• Nurturing relationships with CSEs of units to enable meaningful scale for cross sell opportunities and improve customer lifecycle value
• Work with cross-unit teams to set and achieve targets for cross-sell, new client acquisition & higher products per customer

Managing lead generation and closure

• Ensure robust lead generation by networking across CSEs of various units to drive cross sell opportunities
• Follow up with sales teams for closure of leads generated

Query redressal

• De-bottlenecking any issues, wherever needed

Achieving new client acquisition & cross sell targets

• Ensuring the new client acquisition targets for the branch are achieved
• Ensuring consistent delivery of cross-sell 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