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Customer Success Manager
hace 2 meses
We are seeking a highly skilled Customer Success Manager to lead our Legal Customer Success Team and drive performance to achieve Thomson Reuters' strategic objectives and retention goals.
As a key member of our team, you will be responsible for developing, coaching, and supporting team members to increase retention, growth, and customer satisfaction in assigned accounts.
Key Responsibilities- Provide strategic and operational leadership to field sales roles to aggressively meet sales, revenue, retention, and organizational objectives.
- Lead the creation and execution of strategy to maximize current and future growth of products and solutions.
- Design and develop strategies to increase market share and grow short and long-term business through management of the segment.
- Manage the team to drive adoption and retention activities in Legal accounts within the assigned area.
- Develop the team to demonstrate competency across the Legal segment products and services.
- Actively drive good working relationships with sales and sales management, professional services, customer support, product management, and finance team members.
- Coach the team on identifying up-sell and cross-sell opportunities.
- Meet or exceed designated goals to achieve sales and retention targets.
- Partner with Client Management Leadership to build and implement a set of common processes associated with account-related activities with a true focus on customer success.
- Ensure customers are leveraging products and services, achieving success, and engaging fee-based resources as necessary.
- Establish solid, long-term customer relationships and cultivate new business opportunities by diagnosing needs, presenting solutions, and addressing customer concerns.
- Prioritize and drive resolution on key customer escalation issues.
- Ability to engage across corporate functions (Customer Support, Commercial Excellence, AR/Collections, Product Management).
We're looking for a highly motivated and experienced professional with a strong track record in client management, retention, and upselling.
Key qualifications include:
- 8+ years of professional experience, with a minimum of 3 years of experience in client management.
- Experience in driving retention and upselling is a must.
- Fluent English is a must.
- Experience in managing a professional team.
- Skilled at conflict resolution and problem-solving to achieve win-win outcomes.
- In-depth experience in customer journey.
At Thomson Reuters, we offer a comprehensive benefits package, including a hybrid work model, wellbeing programs, and opportunities for professional growth and development.
We're committed to creating a diverse and inclusive work environment that values equality, diversity, and inclusion.
Join our team and be part of a global organization that makes a positive impact on society.