Customer Success Executive

Job Description Customer Success

Location: Mumbai (Lower Parel)

Department: Digital Business

Reports To: Team Lead/ Head Digital Business

Work Exp: 2 to 4 years (Executive)

BFSI Domain Experience: Yes; Mandatory

Broking Domain Experience: Yes; Mandatory

Role Summary

Experienced, results-driven stock market and investment markets professional with strong relationship skills to drive customer engagement and accelerate revenue generation. This role primarily involves engaging proactively with customers through tele-calling for intervention and re-marketing, with the goals of improving campaign conversions, boosting trade activation, and driving revenue growth. A key focus will be on deepening client engagement and activation through personalized and data-driven communication.

KPIs include:

1. Revenue Active Rate: Clients who transact, subscribe or renew investments post-intervention
2. Campaign Conversion Rate: Re-marketing and intervention calls that result in a desired action such as trade execution, product subscription or account reactivation
3. Customer Satisfaction Score (CSAT)/ Net Promoter Score (NPS)
4. Call Quality & Resolutions: Percentage of calls ending in successful resolutions in the first contact
5. Client attrition: Effectiveness in managing and controlling client inactivity/ dormancy

6. Revenue Contribution: Increase digital platform revenue influenced by tele-calling efforts across,

7. Transaction income

8. Margin Funding (MTF) Book
9. Mutual Fund AUM
10. TPP Product penetration (PPI)

Key Responsibilities

• Conduct proactive outbound tele-calling campaigns to engage and activate existing and dormant customers, delivering personalized interventions that increase trade activity and investment uptake
• Drive deeper client engagement by understanding customer needs, resolving concerns, and educating clients about new and relevant stock broking and investment products
• Employ data-driven insights to tailor communication strategies and improve customer activation rates, ensuring calls contribute effectively to trade activation and revenue growth
• Collaborate closely with marketing and sales teams to align on campaign goals, optimize call scripts, and increase conversion efficiency through targeted re-marketing efforts
• Maintain comprehensive and accurate records of customer interactions, feedback, preferences, and follow-ups in CRM systems to support seamless engagement continuity
• Work with Product and Channel teams to monitor and analyze campaign performance and identify areas for improving customer engagement and activation
• Address customer objections with confidence and professionalism to maximize call conversions and maintain high satisfaction and retention levels.
• Keep abreast of market trends, investment solutions, and regulatory updates to provide accurate, timely, and relevant information during client interactions.
• Act as a key bridge between clients and internal teams by relaying client feedback and market intelligence that can refine service offerings and marketing campaigns.

Qualifications/ Eligibility

• Graduate/ Post-Graduate degree in Business, Finance, Marketing, or related fields
• Prior experience in customer success, tele-calling, or sales roles within financial services, preferable stock broking domain
• Knowledge of stock broking platforms and investment products including basic understanding of financial markets and transaction workflows
• Strong verbal communication and interpersonal skills with a customer-centric approach
• Proven ability to handle objections and close calls effectively to meet or exceed conversion targets.
• Experience in campaign-based tele-calling or outbound sales
• Familiarity with CRM software and telephone sales techniques
• Good analytical skills to interpret customer data and identify intervention opportunities
• Ability to work under pressure and manage multiple customer calls efficiently
• Multilingual abilities, especially in regional languages, will be an advantage