Customer Success Manager
3 days ago
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 – working 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 eCommerce capabilities. The product combines the power of Network Effects with AI, two of the most powerful forces influencing the benefits and reach of technology. Our other core offerings include Digital integration services and Global Capability Centre offerings.
The Role: Customer Success Manager
Work Location: Bengaluru
Mode of Working: Work from Office
Years of Experience: 12 Years to 15 Years
A gist of the Role and Responsibilities:
We are seeking a dynamic and results driven leader to lead the Customer Success function for products and services at Torry Harris. The Customer Success Manager for TH-M will be responsible for engaging multiple customers across geographies, understanding their needs and requirements and ensuring positive customer experience. This role will ensure that our customers get the maximum value from our products and services. This role will play a pivotal role in building strong customer and vendor relationships, driving adoption of our products and services and ensuring customer satisfaction and retention.
The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills.
Key Success Criteria for the role:
Net Promoter Score, Customer Retention Score, Upsell / Cross-sell revenue, Customer Acquisition.
Responsibilities:
Customer Acquisition: Collaborate and synergize with Sales / pre-sales functions for customer acquisition. Participate in pre-sales functions in preparing collateral for customer onboarding support and in assuring and instilling confidence in prospective customers of smooth and effective onboarding and ongoing support.
Prepare and implement comprehensive and detailed Customer success and retention strategies to ensure high customer satisfaction and retention rates.
Onboarding and Training: Lead the onboarding process for new clients, ensuring they are effectively trained on platform features and best practices.
Relationship Management: Develop and maintain strong relationships with key stakeholders within customer organizations to ensure they achieve maximum value from TH-M.
Proactive Engagement: Conduct regular check-ins with customers to assess their needs, provide support, and identify opportunities for upselling or cross-selling additional services.
TH-M Product Knowledge: Acquire and maintain a deep understanding of our products or services to effectively support and guide customers. Collaborate with Product team(s) and stay informed about product updates and communicate relevant information to clients.
Performance Monitoring: Track customer usage patterns and health scores to proactively address potential churn risks.
Metrics and Reporting: Regular discussion and reporting to management on customer success metrics and initiatives.
Requirements:
- Proven experience in customer success, account management or similar roles.
- Strong Interpersonal and communication skills.
- Ability to manage multiple customer accounts.
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