Customer Success Manager, Thomson Reuters

• Manager of Customer Success, preference technology/software business 1-3 years
• College degree required, master’s degree or equivalent preferred
• Ability to help lead the team and drive management policies
• 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 (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-solving
• Ability to work remote
• Travel required when necessary

• 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.
• Manager, Customer Success TR Tax & Trade is responsible for customers within our Indirect Tax, Direct Tax or Global Trade lines of business. The assigned book of business is specific to Concierge and/or Advisory customers, responsible for the development of customers knowledge on their suite of offerings.
• The Manager, Customer Success will manage a team of CSM’s that are assigned these customers to drive performance towards Thomson Reuters' strategic objectives. This person’s ability to motivate, focus, execute, advise and develop top performers to increase customers experience with current solutions and future state aligning the customers success plan is key to the success of the overall Customer Success team
• Ensuring customer satisfaction for customer success team for Europe to Concierge and/or Advisory customers
• Deliver customer success strategies for Europe team, overseeing their implementation
• Align and drive best practices developed with your customer base that can be shared with other team members
• Collaborating with other teams, such as sales and professional services aligning customer success roles to build customer success plans around customer goals and value that defines the best customer experience
• Tracking customer health – Identify, track, and escalate components of our customer health; raise critical customer concerns to other leaders in the business to design mitigation plan with the customer
• Drive growth opportunities -facilitate leads to sales, strategize needed support to close the opportunity
• 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 metrics, quality for executive summaries and CSP’s
• Lead team coaching and development of product knowledge for planning, preparation, and execution of best practices to maximize efficiency, retention, and growth of assigned accounts
• Develop strategic plan to manage team resources while driving best in class customer success team
• Develop relationships for key collaboration with Concierge and Advisory customer accounts, drive best in class, Customer Success Plans, enforce QBR, regular cadence connections each month with executive summaries for the team
• 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)
• Communicate at-risk customers and mitigation process when necessary
• 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

• Global careers
• Flexibility
• Work that matters
• Employee appreciation & recognition
• 2 paid volunteer days
• Learning and development
• Parental leave
• Social events and activities
• 2 mental health days off

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.