Customer Service Representative

hace 4 días

Tlahuac, México Thomson Reuters A tiempo completo

**Associate Client Success Executive**

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

**Responsibilities**:

- What are the primary responsibilities and accountabilities of this role?
- Closes renewals and simple upsell opportunities for assigned accounts and/ or geography
- Support low-touch customers with end-to-end renewal motion (supported by digital tools, autorenewal and self-serve options)
- Manage high-risk low-touch accounts to reduce likelihood of churn and, ideally, drive growth
- Generate qualified leads for cross-sell / complex upsell to be handed off to Sales Executives
- Identifies the best virtual channel for engagement with customers
- Supports in developing and executing account and / or territory growth strategies
- Possesses core knowledge across products within the subsegment and engages Product and/ or Sales Specialists where deep product expertise is required to drive to close
- Understands specific customer archetypes and needs which are most prevalent within the subsegment and account and/ or territory
- Handles all escalations from Digital chat Assists
- Uses an automated and insight-driven Salesforce workflow to progress deals. Enters and maintains clean customer information in Gainsight (if deployed within subsegment) for respective book of customers.
- KPIs include-Nurturing opportunities and moving more renewals outside the ‘digital first’ selling scenarios
- Revenue $ and growth
- Renewal / retention rate (%)
- Customer Satisfaction / Net Promoter Score
- Qualified leads passed to sales (#)
- Product usage %

Certifications / Education
- Describe any licenses, certifications or educational experiences that are either required or helpful

in performing the role. Designate when required.
- Degree-level education or Bachelor’s degree equivalent
- Potentially new graduate (Bachelor’s degree equivalent) who is eager to learn with interest / background in accounting, law, or technology
- 0 - 2 years experience in Customer Success, Customer Service / Support, and / or SaaS implementation

Professional Experience, Strategic Planning & Decision Making

Highlight 3-4 key points.
- Sets priorities to meet deadlines; develops plans to meet short-term objectives.
- Applies a wide range of policies or standards in straightforward situations.
- Identifies and resolves standard technical and operational problems.
- Decisions involve interpretation of data, planning own work, or refining the methods and techniques to be used

Schedule: Monday to Friday, 9hrs to 18hrs

**Salary**: 30k a 33k + benefits

Location: Torre Cuarzo en Reforma, CDMX.

**Salary**: $30,000.00 - $33,000.00 per month

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