
Customer Success Manager
3 days ago
About the Role
We are seeking a seasoned professional to drive business growth and customer success in our regional branches. As a Regional 360 Manager, you will be responsible for leading cross-functional teams to enhance product holdings, improve customer coverage, and increase branch profitability.
Key Responsibilities
- Work with Relationship Managers, Business Managers, and Area Managers to identify opportunities for customers across various product categories.
- Ensure branch activation in each product category to promote holistic propositions and avoid biased product offerings.
- Help Relationship Managers improve customer coverage, achieve sales objectives, and increase earnings by highlighting areas for improvement.
- Drive Health Scores for Relationship Managers and Branches to enhance productivity and profitability.
- Promote digital adoption of internal systems and platforms to track lead quality, fulfillment, and throughput.
- Develop campaigns to drive top-of-the-funnel traffic for each product in relevant catchments and monitor lead quality and conversions.
- Maintain regular customer coverage monitoring to ensure all customers receive timely touchpoints.
- Liaise with relevant departments to fast-track stuck cases.
Requirements
- A passion for solving customer problems and ensuring great user experience.
- Basic understanding of application flow in each product.
- High-level understanding of CRM and other tech platforms.
- Ability to read and interpret data and dashboards to inform strategic initiatives.
- Experience in data-driven decision making and analytical thinking.
- Ability to work effectively with cross-functional teams and manage various stakeholders.
- High levels of empathy.
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