Software Customer Success Executive, Corporates Legal

Customer Success is not only a function or a team at Thomson Reuters, but also our reason for doing business. We measure our success based on that of the prioritization of our customer needs and goals. The relationship that we create with our customers determines the future benefits for both, the customer, and our company. The Legal Software Customer Success Executive (CSE) will be responsible for customers within Tracker and HighQ specialized product lines, as they acquire their book of business. The CSE is assigned a book of business by and will be responsible for the development of customers knowledge on their suite of offerings. The CSE will manage these customers to drive performance towards Thomson Reuters' strategic objectives and retention goals. This will require the management of multiple projects and strong business acumen to remove obstacles interfering with growth and retention of customers.

Remote based position

About the Role:

In this opportunity as a Customer Success Executive, you will:

• Understand “what success looks like” for our customers and partner with them to define their business outcomes. Deliver educational activities across the customer lifecycle including onboarding, adoption, and long-term commitment and track against targets over time
• Tracking customer health – Identify, track, and escalate components of our customer health; raise critical customer concerns internally and mobilize resources to resolve issues. Monitor usage data, health gauges and growth opportunities to build useful insights and strategically adjust when needed
• Growing value – Assess the maturity of deployed offerings and functionality to make recommendations for improvement. Work closely with the commercial team to activate those opportunities
• Ensure customers derive maximum value from their investment and collaborate with other Thomson Reuters partner teams that result in retention, growth, and education, tailored to their workflow
• Leverage technology tools (e.g., Gainsight and Salesforce) to keep all client information updated, manage team pipeline, and forecast financial projections accurately
• Lead business plan presentations of your book of business which account for planning, preparation, and execution of how to maximize efficiency, retention, and growth within your customer base

Key Deliverables

• Develop relationships and optimize enterprise customer accounts
• Delivery of target financial and customer experience objectives for the Corporates segment (e.g., client renewal rate and value growth through increased customer adoption)
• Forecast monthly renewal and growth targets
• Reporting on market and competitor activities
• Presentations across internal meetings with other company functions necessary to perform duties and aid business development
• Ensure key metrics are tracked such as active users, user logon, usage metrics and overall retention rates
• Liaise between the customer and Thomson Reuters teams such as, customer support, professional services, technology, and product management teams, as needed

About You:

You're a fit for the role of Customer Success Executive if you have:

• 8+ years of professional experience, with a minimum of 3 years’ experience in client management
• 4-year college degree required, master’s degree or equivalent preferred
• Experience in Gainsight and Salesforce, a plus
• Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications, a plus
• Experience working in and around cloud software solutions and cloud delivery models
• Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem-solve

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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:

• 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.