Roles and Responsibilities
Manage a team of customer success specialists to drive revenue growth through cross selling, upselling, and retention strategies.
Identify recent 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 current 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

📌 Branch Customer Success Manager Salem
🏢 Sun Life
📍 Salem