Customer Education Program and Communications Manager

Customer Education Program and Communications Manager

The Customer Education Program and Communications Manager partners with the Customer Education & Enablement leadership team to develop, implement, promote, and maintain customer education programs that enable customers to successfully adopt and utilize Thomson Reuters’ products and services.

About the Role

• Develop internal and external communications related to educational offerings
• Drive cross-functional initiatives in partnership with peers in Customer Education, Customer Success, Product and Marketing.
• Proactively identify gaps and design effective solutions for the Customer Enablement organization across programs, processes, playbooks, systems, and data/analytics

• Serve as a key operational business partner for the Customer Education organization, which sits within the Customer Success department. You will work closely with the Customer Education and Enablement leadership team on strategic programs and projects and also ensure their day to day operational needs are met.
• Partner with eLearning team, Marketing, and Sales and Customer Success teams on initiatives to drive customer engagement with educational content, such as email campaigns, social media promotions, and in-app notifications.
• Drive the planning of and own specific strategic initiatives, programs, and projects in support of the Customer Enablement organization’s annual goals and quarterly OKRs
• Design and launch key initiatives, programs, and processes that drive internal efficiencies, uplevel the effectiveness of our Customer Enablement team, and deliver greater value to our customers
• Create customer communications related to educational offerings (webinars, elearning, etc.), including email ofts, newsletters, etc.
• Manage continuing legal education (CLE) programs and offerings
• Assist with organizational readiness for product launches
• Gather customer feedback and insights to inform the development of future customer education programs and resources.

About You

• Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, including Customer Education and Support
• Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues
• Data-driven and analytical; able to use data to measure the business impact of your work
• Excellent verbal and written communication skills. Ability to communicate with stakeholders of all levels 
• Strong ability to work both independently and in teams to deliver successful outcomes
• A self-starter who takes ownership of assigned projects and shows commitment to the job; ability to work independently.
• Ability to shift priorities and manage change with a positive outcome.
• Experience working in the legal industry
• Bachelor’s degree required; JD or MBA preferred

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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, savings, tuition reimbursement, 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 u