Software Customer Success Executive

November 4

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Thomson Reuters

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Intelligent Information • Accounting • Legal • Tax • Media

10,000+

Description

• Understand “what success looks like” for our customers and partner with them to define their business outcomes. • Deliver educational activities across the customer lifecycle including onboarding, • adoption, and long-term commitment and track against targets over time. • Tracking customer health – Identify, • track, and escalate components of our customer health; • raise critical customer concerns internally and mobilize resources to resolve issues. • Monitor usage data, • health gauges and growth opportunities to build useful insights and strategically adjust when needed. • Assess the maturity of deployed offerings and functionality to make recommendations for improvement. • Work closely with the commercial team to activate those opportunities. • Ensure customers derive maximum value from their investment and collaborate with other Thomson Reuters partner teams that result in retention, • growth, and education, • tailored to their workflow. • Leverage technology tools (e.g., Gainsight and Salesforce) to keep all client information updated, • manage team pipeline, and forecast financial projections accurately. • Lead business plan presentations of your book of business which account for planning, • preparation, and execution of how to maximize efficiency, • retention, and growth within your customer base.

Requirements

• 8+ years of professional experience, • with a minimum of 3 years’ experience in client management • 4-year college degree required, • master’s degree or equivalent preferred • Experience in Gainsight and Salesforce, 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-solve

Benefits

• Comprehensive benefit plans; flexible and supportive benefits for work-life balance: • flexible vacation, • two company-wide Mental Health Days Off; • work from another location for up to a total of 8 weeks in a year, • 4 of those weeks can be out of the country and the remaining in the country, • Headspace app subscription; • retirement, • savings, • tuition reimbursement, • and employee incentive programs; • resources for mental, physical, and financial wellbeing. • Globally recognized and award-winning reputation for equality, • diversity and inclusion, • flexibility, • work-life balance, and more. • LinkedIn Learning access; • internal Talent Marketplace with opportunities to work on projects cross-company; • Ten Thousand Coffees Thomson Reuters café networking. • Ten employee-driven Business Resource Groups; • two paid volunteer days annually; • Environmental, Social and Governance (ESG) initiatives for local and global impact. • Optional hospital, • accident and sickness insurance paid 100% by the employee; • Optional life and AD&D insurance paid 100% by the employee; • Flexible Spending and Health Savings Accounts; • Fitness reimbursement; • Access to Employee Assistance Program; • Group Legal Identity Theft Protection benefit paid 100% by employee; • Access to 529 Plan; • Commuter benefits; • Adoption & Surrogacy Assistance; • Tuition Reimbursement; • Access to Employee Stock Purchase Plan.