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 pl
