Description
Are you passionate about building meaningful relationships and empowering customers to achieve their goals, while driving success for both them and the company?
Thomson Reuters is looking for a Customer Success Manager to partner with Concierge and/or Advisory customers, helping them develop their knowledge of the company's suite of offerings and driving performance towards strategic objectives and retention goals.
Responsibilities:
- Partner with customers to define success, deliver educational activities throughout their lifecycle, and track progress toward business outcomes.
- Develop and share best practices and Customer Success Plans, collaborating with internal teams like Sales and Professional Services.
- Monitor customer health by tracking usage data and escalating critical concerns, using insights to drive strategic adjustments.
- Identify and activate commercial growth opportunities, recommending improvements based on customer maturity and working closely with the commercial team.
- Ensure customers receive maximum value from their investment, driving retention and growth through tailored engagement and collaboration.
- Leverage technology tools (e.g., Gainsight, Salesforce) to manage client information, pipeline, and financial forecasts accurately.
- Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.
Requirements:
- 8+ years of professional experience, with a minimum of 3 years’ experience in customer success
- Indirect Tax experience
- 4-year college degree required, master’s degree or equivalent preferred
- Salesforce user experience a plus
- Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications, a plus
- Experience working in and around cloud software solutions and cloud delivery models
- Strong business acumen and communication skills; can manage a customer journey, conflict resolution, and problem-solving.
- Ability to travel, 25%
What's in it For You?:
- Flexibility & Work-Life Balance: Flex My Way, a set of supportive workplace policies designed to help manage personal and professional responsibilities.
- Career Development and Growth: Grow My Way programming and skills-first approach to ensure you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
- Industry Competitive Benefits: comprehensive benefit plans, including flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
- Culture: globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
- Social Impact: opportunities to make an impact in your community with the Social Impact Institute, including two paid volunteer days off annually.
- Making a Real-World Impact: contributing to the company's mission to help its customers pursue justice, truth, and transparency.
Salary Range: $93,100 USD - $172,900 USD