Customer Success Manager

hace 2 días

Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo
About the Role

We are seeking a highly skilled Customer Success Manager to lead our team and drive performance to achieve Thomson Reuters' strategic objectives and retention goals.

Key Responsibilities:
  • Provide strategic and operational leadership to all types of field sales roles to aggressively meet sales, revenue, retention and organizational objectives.
  • Lead 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 team to drive adoption and retention activities in Legal accounts within 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 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 including monitoring health of account, driving usage, building training and on boarding plans and facilitating AR/Collections.
  • 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).
About You:
  • Bachelor's degree.
  • 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.
  • An outside-in focus: outstanding end-customer relationship skills.
  • In-depth experience in customer journey.
What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

  • Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
  • Wellbeing: 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, and employee incentive programs; resources for mental, physical, and financial wellbeing.
  • Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
  • Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
  • Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social, and Governance (ESG) initiatives for local and global impact.
  • Purpose-Driven Work: We have a superpower that we've never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

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