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Aditya Birla Capital
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Regional Customer Success Manager - Kolkata

Regional Customer Success Manager - Kolkata

Aditya Birla Capital

5 - 10 years

0 Lacs

Tamil Nadu

Posted:2 days ago| Platform: GlassDoor logo

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Skills Required

lending finance management drive communication support development combination drawing training networking query technology strategy service tracking

Work Mode

On-site

Job Type

Part Time

Job Description

ABC Digital Ltd.

Regional Customer Success Manager - Kolkata

Location: Chennai - Ambattur, Tamil Nadu

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 customer’s 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

KRA (Accountabilities) (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

KRA1

Opportunity identification

Mine cross sell opportunities from centrally shared customer data

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

KRA2

Cross LOB communication

Nurturing relationships with 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-selling, new client acquisition & higher products per customer

Drawing up the cross-sell blueprint for the zone with cross-unit alignment

KRA3

Team training

Training and upskilling the team on all relevant products and their features

KRA4

Managing lead generation and closure

Ensure robust lead generation by networking across various units to drive cross-sell opportunities

Follow up for the closure of leads generated

KRA5

Query redressal

De-bottlenecking any issues, wherever needed

Working with technology and other teams to drive implementation

KRA6

Achieving new client acquisition & cross sell targets

Ensuring the new client acquisition targets for the zone are achieved

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

Minimum Experience Level

5 - 10 years

Job Qualifications

Under Graduate

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Aditya Birla Capital

Financial Services

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Regional Customer Success Manager - Kolkata