Regional Customer Success Manager

Key Responsibilities:

Opportunity identification

• Analyze centrally shared customer data to identify cross-sell opportunities
• Understand user insights and assign suitable leads to team members
• Stay aware of the full product bouquet and match products to appropriate customer personas
• Recommend combination solutions based on customer needs and pain points
• Identify product-specific improvement areas for enhancing cross-sell potential
• Collaborate with product managers to build and refine cross-sell propositions

Cross line-of-business (LOB) communication

• Build and nurture relationships with other business units to facilitate seamless cross-sell execution
• Collaborate across units to set and achieve cross-sell and client acquisition targets
• Develop a cross-sell strategy blueprint for the region with alignment from all key stakeholders

Team training

• Conduct regular training and upskilling sessions for the team on product features and customer engagement techniques
• Ensure the team is updated with latest offerings and sales narratives

Lead generation and closure management

• Drive robust lead generation through networking and collaboration across business units
• Monitor progress on lead closure and intervene to support conversion when necessary

Query redressal

• Resolve bottlenecks and operational issues to ensure a smooth customer experience
• Coordinate with technology and support teams for timely resolution and system improvements

Achievement of targets

• Ensure achievement of new client acquisition and cross-sell targets for the region
• Own the cross-sell strategy execution, aligning products with contextual customer needs
• Track performance daily and identify areas of improvement for scaling growth and enhancing quality