ACSM - Hyderabad

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.

Job Context & Major Challenges

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.

Key Result Areas

KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters)KRA1Opportunity identificationMine 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

Working with the product managers to build product-wise cross-sell propositionsKRA2Cross LOB communicationNurturing 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

Drawing up the cross-sell blueprint for the zone with cross-unit alignmentKRA3Managing lead generation and closureEnsure robust lead generation by networking across CSEs of various units to drive cross sell opportunities

Follow up with sales teams for closure of leads generatedKRA4Query redressalDe-bottlenecking any issues, wherever neededKRA5Achieving new client acquisition & sell targetsEnsuring 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