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    • Manager - Customer Success - Bengaluru - Torry Harris Business Solutions

    Torry Harris Business Solutions
    Torry Harris Business Solutions Bengaluru

    1 month ago

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    Description

    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.

    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.

    We require above all empathy with an eye for detail while seeing the bigger picture

    Key Qualifications:

    • 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 Details:

    Work Location: Bengaluru

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

    Roles & Responsibilities:

    KPIs and Objectives:

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

    Experience Requirements:

    • BHISNESS 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.

    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:

    Key Activities:

    • 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).
    • Prepare and implement comprehensive and detailed Customer success and retention strategies to ensure high customer satisfaction and retention rates.
    • Identifying upsell and cross-sell 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.
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