Senior Customer Success Manager (Tax)

Thomson Reuters

Full-time

On-site

London, City of, United Kingdom

The Senior Customer Success Manager (Sr CSM) for Corporate Segment- Global Accounts will be responsible for Global Key Enterprise customers within our business. The Sr CSM leads renewal and upsell sales motions for top existing accounts, driving retention during the renewal window and handles more complex deals. This role is assigned a book of business specific to Enterprise customers and will be responsible for the development of customers knowledge on their suite of offerings. The Sr CSM 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.About the Role:In this opportunity as a Sr. Customer Success Manager, you will:<ul><li>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</li><li>Drive best practices that are developed with your customer-base that can be shared with other members of the team. 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</li><li>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</li><li>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</li><li>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</li><li>Leverage technology tools (e.g., Gainsight and Salesforce) to keep all client information updated, manage team pipeline, and forecast financial projections accurately</li><li>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</li></ul>Key Deliverables<ul><li>Develop relationships and optimize Enterprise customer accounts</li><li>Delivery of target financial and customer experience objectives for the Corporates segment (e.g., client renewal rate and value growth through increased customer adoption)</li><li>Forecast monthly renewal and growth targets</li><li>Reporting on market and competitor activities</li><li>Represent the Customer Success team through presentations across internal meetings with other company functions necessary to perform duties and aid business development</li><li>Ensure key metrics are tracked such as active users, user logon, usage metrics and overall retention rates</li><li>Liaise between the customer and Thomson Reuters teams such as, customer support, professional services, technology, and product management teams, as needed</li></ul>About You: You're a fit for the role of Customer Success Manager if you have:<ul><li>4-year college degree required, master’s degree or equivalent preferred</li><li>8+ years of professional experience, with a minimum of 5 years’ experience in client management</li><li>Experience in Gainsight and Salesforce</li><li>Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications, a plus</li><li>Experience working in and around cloud software solutions and cloud delivery models</li><li>Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem-solve</li></ul>#LI-IG1What's in it For You?<div><div><div><div> You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:<ul><li>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</li><li>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.</li><li>Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.</li><li>Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.</li><li>Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.</li><li>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 uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.</li></ul></div></div></div></div> Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. Accessibility As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.Protect yourself from fraudulent job postings <a target="_blank" href="https://www.thomsonreuters.com/content/dam/ewp-m/documents/careers/en/pdf/onboarding/fake_job_posting_scam_careers_site.pdf">click here</a> to know more.More information about Thomson Reuters can be found on <a target="_blank" href="https://thomsonreuters.com">https://thomsonreuters.com</a>.

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