Customer Success Manager-Tax/Trade - IDT

Customer Success is not just a function or team at Thomson Reuters, but also our reason for doing business. We measure our success based on the prioritization of our customers' needs and goals. The relationship we create with our customers determines the future benefits for them and our company. The TR Tax & Trade CSM are responsible for customers within our Indirect Tax, Direct Tax or Global Trade lines of business. The CSM is assigned a book of business specific to Concierge and/or Advisory customers, responsible for the development of customers knowledge on their suite of offerings. The CSM will manage these customers to drive performance towards Thomson Reuters' strategic objectives and retention goals. This will require the management of multiple projects with strong business acumen to remove obstacles interfering with growth and retention of customers.

Location: Remote based position

About the Role:

In this opportunity as a Customer Success Manager, 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

• Drive best practices developed with your customer base that can be shared with other team members.

• Includes but not limited to, developing commercial growth strategies, defining how best to collaborate with internal partners such as Sales and Professional Services, and identifying long-term Customer Success Plans that are best in class for others to learn from

• 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 Concierge and Advisory customer accounts, driving Customer Success Plans, QBR, regular cadence connections each month with executive summaries.

• Delivery of target financial and customer experience objectives for the Corporate Tax and Trade segment (e.g., client renewal rate and value growth through increased customer adoption)

• Identify at-risk customers, Customer leads to assist in attainment of growth targets

• Reporting on market and competitor activities

• Represent the Customer Success team through 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 are a fit for the role of Customer Success Manager if you have:

• 8+ years of professional experience, with a minimum of 3 years’ experience in customer success

• 4-year college degree required, master’s degree or equivalent preferred

• Experience in ONESOURCE or similar solutions for tax and trade

• Gainsight User Experience a plus

• Salesforce User Experience a plus

• Pagero User Experience a plus

• Functional/technical skills in SaaS implementations and Enterprise Resource Planning (E