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Position Title : Client Engagement Executive
CTC: 3,00,000 - 5,00,000 PA
Experience: 6 months – 2 Years
Location: Mumbai (Thane )
Working Mode : (On- Site )
Primary Skills : IT Sales (6 Month ) (Basis Knowledge on Cyber securities, Networking)
Good to have : Its field sales jobs
Preference: Female candidates only
Qualification: MBA (Marketing background preferred) + IT Sales experience is must
Job Responsibilities:
- Meet with clients for business generation and engage them.
- Cold calling and Lead generation
- Collect reviews and testimonials that appraise the brand image
- Create engaging marketing plans for new products and services
- Build healthy relationships with customers
- Develop engaging business plans to approach new prospects
- Execute customer engagement business analysis
- Analysing sales data to identify new opportunities in new markets.
Job Requirements:
- Excellent communication skills and well-groomed personality.
- Excellent knowledge of MS Office.
- Thorough understanding of marketing and negotiating techniques.
- Self-motivated with a results-driven approach.
- Aptitude in delivering attractive presentations.
- Ability to research, utilize and leverage social media and the internet to qualify leads, and drive opportunities
- and revenue.
Job Purpose
• Responsible for managing and driving a team of Virtual Relationship Managers (VRM) handling
portfolio of eligible Imperia & Preferred customers in order to achieve the targets set and that all
guidelines and regulatory requirements are followed.
• Ensuring that customers get world-class services and their needs are understood and met through
financial products that the Bank has to offer.
• Consistently meet portfolio objectives defined Viz. sales, income, group product holding etc.
• Ensure adherence to Operations process aimed at zero defect transaction processing & meeting the
Audit & Compliance guidelines.
• Responsible for managing, training and motivating staff.
• All of the above parameters consistently met by the team of VRMs.
• Income generation through a right blend of enhancement of CASA balance and through cross sell of appropriate products. So that the VRM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services, thereby ensuring that the VRMs also achieves the key performance parameters set
Job Responsibilities(JR) : 6 – 8 Areas
Business Achievement and Development for VRM & Team
• Ensure proper scoping is done and target / niche customers identified with ACTIVE collaboration from concerned Product/Sales Support Teams
• Ensure that the targets on liability accounts, through the channel (Branch and direct sales), are met under all parameters specified.
o Meet value target for Liability Balances of the customers
o Ensure quality of sourcing is maintained and depletion rates are controlled.
o Ensure that Salary credits reach or exceed the expect Salary Credit targets
• Ensure that all managed portfolios are effectively managed through VRMs and that set targets on each of the portfolios is reached.
• Also, Team Manager has to ensure seamless servicing of customers.
• VRMs are made aware of the Scorecard targets & Portfolio Benchmark.
• Ensure that the High Net worth individuals are persuaded to avail the private banking products and services (advisory, etc.)
• Ensure that there is cross sell to the customer on asset products as offered by the Bank.
• Ensure that the customers get credit cards and start using the same for all their transactions- credit card activation push.
• Income to be generated at a customer level.
• Ensure that cross sell targets on Third Party Products is met for the Unit
• Ensure Staff are trained on product knowledge and requisite certifications
• Engaging with bottom 20% performers and identifying ares of improvement and demonstrating the How.
• Review Daily Sales Report of the staff and provide guidance on ways to improve on the same
• Managing and monitoring performance of all the sales resources
o Productivity of Liability and Non Liability sales staff
• Attrition control of customers
o Includes persuading the customer to continue and if required renew FD’s
§ Monitor large amount movements / account closure from the deposit accounts and ensure that customer does not attrite
o Ensure that the marketing analytics list on possible attrite, is called and retained
• Ensure that there is no revenue leakage
Customer Service / Customer engagement
• Plan monthly/ weekly/ daily contacts for the team of VRMs basis the contact policy & track implementation
of the interaction plan.
• Effective planning & implementation of event based trigger, birthday calls, campaign calls and other defined
objectives for customer contacts.
• Ensure that VRMs offers highest quality of service to the customers and meets expected Service Quality standard by educating the customers to use the Digital Banking mediums for their banking transactions /
needs. This is measured iva call evaluations and Sup
Reviews
• To review contact attempts versus successful contacts and analyze reasons for non-contactable customers.
• Ensure VRMs make regular contact with customers for service as well as business updates.
• Adequate logging of complaints, Reviewing & Resolving all complaints received (VRM, self, branch, other units) within the stipulated TAT
o Monitor all complaints received and ensure that they are closed within TAT
o Improve customer communication on closures
o Check with customers if the process of complaint has been managed well
o Ensure no escalations happen
o Preventive complaint management
o Asking for feedback from customers, who are not complaining
o Discussing with staff the importance of getting feedback from customers on a regular basis
• Periodic review of customer base i.e. Contactibility,
Eligibility, Product penetration & profitability. Take appropriate action to activate every customer / improve
the product penetration & profitability of the customer to become a Primary Banker for the customer.
• Carry out VoC to assess strengths and to ascertain possible improvement areas of the VRMs basis customer feedback. Take appropriate action- reward the VRM for appreciations/ corrective actions as required.
• Monitoring implementation of Sales Process.
Business Generation / Sales Tracking
• Track business generation and income for each VRM in the team on a daily basis, and take due steps.
• Review leads generated by each VRM and ensure real time lead status availability.
• Ensure VRMs actively track their leads, keep customer regularly updated on the lead status & complete the lead closure within a reasonable timeline, basis product.
• Tracking and highlighting possible customer issues on account of improper lead management.
Supervisory Reviews frequency to assess effectiveness of customer interactions by the VRM.
• Check profiling done by the VRM to ascertain effectiveness.
• Basis interaction logs captured by the VRM & discussions with the VRM, provide directional inputs on customer interactions & business generation.
• Demonstrate “how”.
• 220 Sup Reviews per month
Operations
• Conduct internal checks on a regular basis & share a feedback with VRMs on time to time.
o Lead file maintained by VRMs
o Requests captured by VRMs
o CRM Interaction
• Ensure seamless handling of operations areas such as customer requests, transactions, reversals etc.
• Handling queries of VRMs on floor and provide resolution.
• Ensure timely responses to customers through call out/ e-mail as applicable.
• Handle 1st level escalations and ensure satisfactory resolution to the grievances.
• Ensure judicious utilization of financial and non- financial authority.
• Carry out periodic checks to ensure team adheres to Audit & Compliance guidelines.
Audit and Service Quality
• Ensure all laid down system and process are followed as stipulated by Audit and Senior Management
• Monthly / Periodic Verification of Auditable items.
• Review of CRM Interactions & Lead Quality
MIS - Reporting and Analysis :
• Ensure timely and accurate updates of all portfolio
performance parameters.
• Maintain track of VRM performance w.r.t leads, conversions, income, achievement of portfolio parameters etc.
Staff Management
• Ensure that all VRMs are adequately trained on the
Products of the bank and sales process
• Ensure that all VRMs are trained on the process to be followed (including amendment with new circulars)
• Be aware and make VRMs aware of various policies of the bank with regard to customer service and compliance
• Monitor productivity and give guidance on improving the same in conjunction with the Line Manager / Unit Head.
• Ensure that all VRMs are sent for class room training on a regular basis
• Ensure that nominated VRMs attend training sessions conducted by HR, without fail.
About Us
We are an AI-Powered CX Cloud that enables enterprises to transform customer experience and boost revenue with our APIs by automating and analysing customer interactions at scale. We assist across multiple voice and non-voice channels in 30+ languages whilst coaching and training agents with minimal costs.
Problem we are solving
In comparison to worldwide norms, customer support in traditional contact centers is quite appalling, due to high number of queries, insufficient capacity of agents and inane customer support systems, businesses struggle with a multi-fold rise in customer discontent and bounce rate, resulting in connectivity failure points between them and customers. To address this issue, IITian couple Manish and Rashi Gupta founded Rezo's AI-Powered CX Cloud for Enterprises 2018 to help businesses avoid customer churn and boost revenue without incurring financial costs by providing 24x7 real-time responses to customer inquiries with minimal human interaction.
Responsibilities:
- Serve as the lead point of contact for all customer account management matters
- Build and maintain strong, long-lasting client relationships
- Negotiate contracts and close agreements to maximize profits
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
- Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
- Prepare reports on account status.
- Good knowledge of SaaS and IT sales.
- Collaborate with sales team to identify and grow opportunities within territory
- Assist with challenging client requests or issue escalations as needed
Requirements and skills
- Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
- Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
- Solid experience with CRM software and MS Office (particularly MS Excel)
- Experience delivering client-focused solutions to customer needs
- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
- Excellent listening, negotiation and presentation abilities
- Strong verbal and written communication skills
- BA/BS degree in Business Administration, Sales or relevant field
Life at Rezo.AI
- We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our regular town hall meetings.
- A highly inclusive work culture that promotes a relaxed, creative, and productive environment.
- Practice autonomy, open communication, growth opportunities, while maintaining a perfect work-life balance.
- Go on company-sponsored offsites, and blow off steam with your work buddies.
• Engaging with clients directly - driving initial scope discussions as well as working with the delivery and sales team on quotes and proposal
• Schedule and lead workshops with client to understand, define and document their business requirements
• Provide quality proposals which articulate the customer's needs and fulfils the customer's requirements.
• Collaborate with the Solution Architect and other team members to confirm the solution design approach for the project
• Involved in preparing presentations for prospective clients for positioning the company's services & offerings.
• Work closely with sales teams in the pursuit of new business
• 1+ year experience as a business analyst or as a presales consultant
• Experience with Commerce, Marketing or CRM software implementation
• Excellent written and verbal communications skills
• Ability to set priorities and meet deadlines in a dynamic, autonomous environment
• Ability to work in a highly dynamic team and fast-paced environment with continuous challenges.
Excellent communication skills
Excellent presentation skills.
The ability to handle pressure and meet deadlines
Quick Learning Ability
JOB DESCRIPTION
Responsible for generating sales with new/existing customers.
Developing opportunities with new customers
Reaching the targets and goals set for your profile.
Establishing, maintaining and expanding your customer base.
Increasing business opportunities through various routes to market
Follow up on the database / leads provided by Company.
Keeping up to date with products and competitors
Meeting With Clients on field
Report on sales activities to top management.
Felicity literally means "happiness". Stress, anxiety, and other discomforts are part of mental health beyond diagnosable psychiatric illnesses. Mental health is a priority at every stage of life, from childhood to adulthood. ‘Therapy’, the word itself means a solution to all problems. We at Felicity serve happiness and relief as an all-time meal to you by providing online accessible and affordable top-quality therapy sessions. We have a team of 80+ Counseling Therapists aiming to improve mental health and illness. We strive to achieve endless happiness and satisfaction for everyone. As a part of our mission to make the world a happier place, we aim to spread awareness and offer the right therapy at the right time to improve people's well-being.
In 2019, Pratika & Vaibhav founded Felicity with a vision to build a better world. Pratika is an XLRI, Jamshedpur alumnus with a career spanning over 12 years in the HR and business domains. Vaibhav is an SPA, Delhi, and IMT alumnus. A former Deloitte professional, he has specialized in valuations, mergers, and acquisitions, as well as buy and sell advisory services. These sibling pairs are serial entrepreneurs who aim to make a mental health and wellness ecosystem that can be a one-stop solution for all mental health needs!
http://www.felicity.care" target="_blank">www.felicity.care
https://www.felicity.care/mental-health-community/about-the-company" target="_blank">https://www.felicity.care/mental-health-community/about-the-company
https://yourstory.com/2020/07/startup-bharat-jaipur-based-felicity-bridging-mental-health" target="_blank">https://yourstory.com/2020/07/startup-bharat-jaipur-based-felicity-bridging-mental-health
Responsibilities:
- Stay up to date with the Felicity therapy plans information, process, and other FAQs typically asked by customers.
- Connect with potential customers, gain an understanding of their needs, and convince them to enroll in a therapy plan.
- Assess the background of all the counselors and recommend the most suitable counselor to each customer if they need assistance choosing one.
- Gather customer information on call and update it on the CRM.
- Maintain meaningful relationships with existing customers to ensure that they are retained.
- Identify and nurture high-quality leads (people who are likely to buy).
- Ensure timely follow-ups with all potential customers to close the sale.
Requirements:
- Graduate from a recognized college or university and an experience of at least 1 year in the relevant field.
- The ability to speak regional Indian languages & having experience with CRM software will be an advantage.
- Exceptional verbal, oral & written communication skills.
- Willingness to learn, a positive outlook & result-orientedness.
- An in-depth understanding of sales principles, strategies, and tactics.
- Empathetic & patient to handle customers in a more efficient manner.
WHY FELICITY? –
We are a fast-paced, seed-funded organization with more than 100 employees. We're a fun bunch of hustlers who are passionate about making the world happier. We all act like founders - that is how much ownership everyone takes! Pizza Lunches, Charades Saturdays & Distressed Denim are di rigueur. If you relate to the company's mission and want to be a part of it, here is your chance, to make the world happier, one life at a time.