Torry Harris Business Solutions - Manager - Customer Success (8-15 yrs)

About Torry Harris:

Torry Harris Business Solutions is a renowned leader in integration-led digital enablement and transformation. We are specialized IT service and digital product providers, having worked for over twenty-five years in the integration space towards enhancing digital connectivity. Our Digital Products combined with our core integration-enabled service offerings, transform the way businesses create, manage, and monetize digital ecosystems.

Torry Harris Marketplace (TH-M) is our Digital Marketplace Product that provides a comprehensive suite of features, including administrative portals and e-commerce capabilities. The product combines the power of Network Effects with AI, two of the most powerful forces influencing the benefits and reach of technology.

Torry Harris Marketplace (TH-M) Solutions | Torry Harris Digital Products (torryharrisproducts.com).

The Role: Customer Success Manager

This is an exciting opportunity for a person who likes to interact with top-quality overseas customers and find ways to improve business outcomes through innovative thinking and relentless follow-up.

It requires above all empathy with an eye for detail while seeing the bigger picture!

If this is, You :

- Between 8-15 years of experience in the software industry or in industries where you have worked on business outcomes with software providers

- You will truly enjoy this position which allows you to display your individuality and earn commensurate with contribution.

Work Location: Bengaluru

Mode of Working: Work from Bangalore Office, 5 days a week with occasional short travel to visit customers overseas

Roles & Responsibilities:

- We are seeking a dynamic and versatile leader to join our team as Customer Success Manager for Torry Harris Marketplace (TH-M).

- The KPIs relate to sales closure working alongside the onsite sales team and securing high NPS ratings from the customer post engagement

Experience should include:

- Business process understanding as to the relevance of the technical solution and impact on the business of the client

Project management

- A deep technical exposure or formal training is not essential but breadth of exposure and curiosity regarding the use of the newer technologies towards business outcomes is necessary.

Key responsibilities:

- Build trusted relationships with potential customers / customers, instilling confidence in our product and capabilities.

- New Customer Acquisition : Acquire a deep business understanding of prospective customer business objectives, goals and tailor proposal and offerings to customer needs and their success metrics.

- Customer Success : Nurture customer relationships, driving retention and growth by providing strategic guidance, addressing concerns proactively, throughout the customer lifecycle, while serving as a bridge between the customer and various internal teams.

- Revenue : Identify upsell and cross-sell opportunities and convert to deals.

- The ideal candidate is a proactive problem-solver with a proven track record of building relationships, driving customer satisfaction, and achieving revenue targets in a fast-paced, customer-centric environment.

Key Success Criteria for the role:

- Conversion rate from Lead to Customer.

- Net Promoter Score.

- Customer Retention Score.

- Upsell / Cross-sell revenue.

Detailed Job Description:

- Acquire a deep understanding of prospective customer's business and their top objectives and success metrics.

- Analyze prospective customer needs, goals, business objectives and develop tailored proposals to showcase how a digital marketplace can drive their success.

- Craft compelling sales pitches that resonate with potential buyers, focusing on their business goals and success metrics.

- Lead presentations to prospective customers, demonstrating deep understanding of their industry and challenges.

- Build and maintain trusted relationship with customers.

- Serve as a focal point for customers in meeting customer's expectations (technical escalations, services/product adoption, communicate customer feedback and ideas to Product teams). Lead and Coordinate with different teams in order to best serve customer.

- Prepare and implement comprehensive and detailed Customer success and retention strategies to ensure high customer satisfaction and retention rates.

- Identifying upsell and cross-sell opportunities.

Requirements:

- Proven experience in customer success, account management, or sales roles, preferably in the software or SaaS industry.

- Experience in B2B software sales / SaaS would be an advantage.

- Ability to understand business and technology challenges and align them with solutions.