Retention Manager

hace 4 semanas

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

The Retention/Customer Success Manager plays a critical role in driving strategies focused on renewal attainment, customer retention, and enhancing the overall customer experience. This position is responsible for leading a Client Management/Customer Success team accountable for nurturing and growing an existing Book of Business (BoB) and client relationships to achieve retention and upsell targets.

Key Responsibilities
  • Lead a team of retention specialists in a global software company.
  • Develop and manage talent and performance within the team.
  • Establish new teams as needed.
  • Drive the team to meet goals set in collaboration with senior management.
  • Foster priority touchpoints, leveraging sales enablement tools and processes.
  • Facilitate conversations that reinforce the value of current TR solutions.
  • Apply broad perspectives to identify solutions to complex customer problems.
About You

You're a fit for the role if your background includes:

  • Bachelor's degree.
  • Fluent English is a must.
  • Minimum of 5 years of experience managing a team that supports a U.S.-based Book of Business.
  • Proven track record of leading a team of retention specialists in a global software company.
  • Experience in developing talent and managing team performance.
  • Demonstrated ability to drive retention and upsell strategies.
  • Ability to deal with ambiguity and navigate complex situations.
  • Strong command skills and ability to direct work efficiently.
  • Commitment to maintaining the quality of the team's work output.
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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