Manager of Customer Success Management, Thomson Reuters
Government
$97.1-208.8k
Actual salary range is dependent on location + Equity
2-3 days a week in office
Financial news and financial data provider
Job no longer available
Financial news and financial data provider
1001+ employees
Job no longer available
$97.1-208.8k
Actual salary range is dependent on location + Equity
2-3 days a week in office
1001+ employees
Company mission
To help professionals advance their businesses and gain competitive advantage with the trusted answers only we can provide.
Role
Who you are
- We are seeking an experienced and customer-focused leader passionate about mentoring teams, driving customer success, and delivering impactful results
- Experience: 5+ years in customer success, account management, or a related role, with at least 2 years managing customer-facing teams. Experience in SaaS or legal tech industries is preferred. Additionally, a law degree, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals is a plus
- Government Expertise: In-depth understanding of government agencies’ operating environment. Experience navigating complex bureaucracies. Strong sense of urgency to address government customer issues and concerns in a timely manner while adhering to government protocols. Understanding of government procurement processes and compliance requirements (e.g. FedRAMP, FISMA, etc)
- Leadership Skills: Proven ability to inspire, coach, and lead a high-performing team of CSMs
- Customer-Centric Mindset: Deep understanding of customer needs and a focus on delivering measurable outcomes
- Operational Excellence: Strong ability to manage metrics, optimize processes, and drive team accountability
- Collaboration and Communication: Excellent interpersonal and communication skills, with the ability to influence stakeholders and foster cross-functional collaboration
- Problem-Solving Expertise: Experience in handling escalations and resolving complex customer challenges effectively
- Education: Bachelor’s degree in Business, Technology, or a related field
What the job involves
- The Manager of Customer Success Managers will oversee a team of CSMs, ensuring their success in managing customer relationships and delivering value
- This role is pivotal in building a customer-first culture, fostering team development, and aligning efforts with broader organizational goals
- Coach and Develop CSMs: Mentor and guide CSMs to build their skills in customer relationship management, problem-solving, and strategic account planning
- Drive Team Performance: Set and monitor performance metrics for the team, ensuring alignment with customer and business outcomes such as adoption, retention, and growth
- Support Customer Engagement: Oversee customer engagement strategies and ensure CSMs are executing on customer success plans to drive measurable results
- Foster Collaboration: Partner with Sales, Product, and Enablement teams to ensure CSMs have the tools and resources needed to succeed
- Customer Advocacy: Act as an escalation point for customer issues, working cross-functionally to resolve challenges and advocate for customer needs
- Optimize Processes: Identify and implement best practices to improve team efficiency, customer engagement, and overall effectiveness
- Promote a Customer-Centric Culture: Lead by example to create a culture of customer focus, accountability, and continuous improvement within the team
Application process
- This job posting will close 01/17/2025
Our take
Thomson Reuters is reinventing the way professionals work. The multinational media conglomerate provides answers that help professionals make better decisions to run smarter businesses. It targets those in complicated sectors that move society forward; tax, law, compliance, government, and media.
Founded over 165 years ago, the company is now powered by thousands of international journalists. This bandwidth guarantees speed, impartiality, and insight that have helped Thomson Reuters retain its position a market leader. To stay competitive with companies founded in the digital era, Thomson Reuters places emphasis on helping clients reinvent themselves for the newly disruptive digital age.
As well as investing in the coverage of growth markets India and China, and embarking on a number of fintech acquisitions, Thomson Reuters announced an expansion of its long-term partnership with the London Stock Exchange Group in 2023. Together, they plan to enhance the value of financial and market news services to LSEG customers, whilst delivering a superior experience to professionals around the world.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Company HQ
Wellington Place, Toronto, ON
Leadership
Steve Hasker
(CEO & President)Previously served as Senior Advisor for TPG, CEO for Creative Artists Agency, Global President & Chief Operating Office for Nielsen, and as a Partner for McKinsey & Company.
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