Customer Success Manager

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).

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• 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

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:

1. Acquire a deep understanding of prospective customer’s business and their top objectives and success metrics.
2. Analyze prospective customer needs, goals, business objectives and develop tailored proposals to showcase how a digital marketplace can drive their success.
3. Craft compelling sales pitches that resonate with potential buyers, focusing on their business goals and success metrics.
4. Lead presentations to prospective customers, demonstrating deep understanding of their industry and challenges.
5. Build and maintain trusted relationship with customers.
6. 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.
7. Prepare and implement comprehensive and detailed Customer success and retention strategies to ensure high customer satisfaction and retention rates.
8. 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.