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Customer Success Manager

hace 2 semanas

Colonia Polanco, México Thomson Reuters A tiempo completo

Are you passionate about the chance to bring your experience to a world-class company that is market
- leading for both content and technology? Do you have previous experience in Travel & Expense roles? If yes, we are looking for you.

The Customer Success Manager is responsible for bringing best practices, innovations, and capabilities to a portfolio of customers. Provide technical leadership coupled with a deep understanding of each customer’s implementation this person will be tasked with driving greater adoption, business value and satisfaction within the customer base. Develop relationships with portfolio of assigned customers, connecting with key business executives and IT stakeholders, developing an understanding of their business requirements and goals, and how they are using Thomson Reuters solutions. Leveraging customer knowledge, and corporates products expertise, to implement best practices strategy to ensure customers maximize value from their investment in our solutions.

**Impact**

Impact of retention, growth, renewals and sales, customer relationship, customer experience/satisfaction and NPS across Corporates clients

**About the Role**
In this opportunity as a **Customer Success Manager**, you will:

- Develop a trusted advisor relationship with key stakeholders and Executive sponsors such that all Tax Accounting activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Thomson Reuters solutions to be realized
- Leverage comprehensive understanding of Thomson Reuters products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customer’s business needs
- Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Thomson Reuters internal operations
- Drive maximum adoption of Thomson Reuters solution and identify/drive product expansion opportunities via high value relationship with the client
- Navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed
- Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/renews contract
- Identify product expansion/up sell opportunities working with larger clients
- Review customer’s current usage to determine if challenges are the result of functionality gaps, implementation/customization gaps or training gaps
- Be able to communicate findings with appropriate teams (i.e. Product Management, Product Development, Support Technical, Account Management and Professional Services)
- Working knowledge of the software development process and of software design methodologies (coding experience is not required)
- Work with the customers to ensure they are leveraging the solution and achieving success and engaging in fee-based resources as necessary
- Identify and grow Professional Services / Training and License opportunities within the Customer Install Base
- Collaboration with the sales teams to ensure growth attainment is a must
- Identify and assess renewal risks within the customer base

**About You**
You’re a fit for the role if your background includes:

- BA/BS Degree in Computer Science, Finance or Accounting (or equivalent)
- 3 to 5 years of professional experience years working with or consulting around ERP Systems ideally with Tax Accounting or Foreign Trade Solutions
- Ability to prioritize, multi-task, and perform effectively under pressure
- Strong knowledge of Software companies' business processes and best practices
- Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business requirements to technical features and crafting solution that combine a mix of training, product, and recommended process changes
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization (internally and customer facing)
- Leading contributor individually and as a team member, providing direction and mentoring to others
- Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience
- Diverse industry and accounting experience is required, with specific expertise in Revenue Recognition, subscription services and various methods of professional services billing
- Understanding of various technical architectures and operating systems
- Industry experience is desired

**Skills, mindsets, and behaviors**:

- Strong communication, leadership, and coaching skills
- Excellent leadership, organizational and problem-solving skills
- Ambitious, bold, customer driven and results oriented
- Energetic, work with passion
- Discipline, follow policies and rules
- Embrace changes as opportunities
- Agile ways of wo