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
