Senior Customer Success Manager responsible for the complete customer journey in a B2B SaaS startup. Driving client satisfaction and engagement throughout onboarding, support, and account management.
About the role
- Digital Customer Engagement Manager leading NEO platform initiatives in Retail Banking. Collaborating cross-functionally to drive customer engagement and revenue growth.
Responsibilities
- The Digital Customer Engagement Manager will be a key player in our Retail Banking division.
- They will ensure active NEO usage by existing customers, covering logins, transactions, investments, and more.
- Additionally, they will cross-sell various products and collaborate with teams to enhance customer engagement and revenue growth.
- This role requires a strategic mindset and the ability to lead cross-functional initiatives.
Requirements
- Ensure NEO platform adoption and usage by existing customers across all services.
- Define and optimize customer journeys, identifying and addressing gaps in functionality.
- Collaborate with technology teams to develop and enhance NEO features.
- Plan and execute usage campaigns to increase account activities and transactions on NEO.
- Meet and exceed engagement and usage targets for transactions and services.
- Cross-sell cards, FX, and investment products to NEO customers, driving revenue growth.
- Work closely with the Digital squad to explore new customer engagement strategies.
- Leverage the tele-sales team to actively cross-sell products and expand the customer base.
- Collaborate with the Analytics team to segment the portfolio and identify cross-selling opportunities.
- Design and execute effective communication strategies for cross-sell campaigns.
Benefits
- A data-driven mindset with a proven track record of achieving customer acquisition targets.
- Advanced knowledge of optimizing customer journeys and user experiences.
- Experience in leading cross-functional teams and collaborative work environments.
- Strong understanding of technical processes and operational procedures in banking.
- Excellent problem-solving skills and analytical abilities for data-driven decision-making.
- Exceptional communication and interpersonal skills for effective team collaboration.
- Ability to work independently, manage projects, and handle multiple tasks simultaneously.
- MBA or Master's Degree in Marketing, E-commerce, or a related field is preferred.
- Experience in customer acquisition, strategy development, and implementation.
- Must adhere to company policies, including passing a background investigation.
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