Thomson Reuters Job Details
Summary of the Role
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The Senior Customer Success Manager is essential in driving customer engagement and customer relationship maximizing product usage, serving as the primary liaison for our most complex customers. This role ensures that customers fully adopt and leverage our solutions to achieve their objectives, deriving maximum value from their investments. Responsibilities include cultivating and maintaining long-lasting customer relationships, developing and executing personalized success plans, and facilitating seamless onboarding and training experiences. A critical focus is placed on closely monitoring adoption trends and usage patterns, and implementing strategies to boost product engagement and satisfaction. Regular check-ins and quarterly reviews are conducted to align with customer goals, while collaboration with sales identifies retention and expansion opportunities. This role also serves as a customer advocate, gathering feedback to influence product development, and partners with internal teams to align customer success with broader business objectives. Success is measured by metrics such as time to first value, customer health scores, and adoption rates of new features.
About the Role
Key Responsibilities and Tasks
1) Key Account Relationship Management:
- Cultivate and sustain strong relationships with key/complex customer account stakeholders.
- Act as the main point of contact for customer inquiries and support.
2) Success Planning and Execution:
- Design and implement customer success plans tailored to each customer's specific goals and objectives.
- Conduct regular check-ins and quarterly business reviews (QBRs) to assess progress and realign strategies as needed.
3) Customer Onboarding and Customer Education:
- Guide new customers through the onboarding process, ensuring a smooth transition and rapid time to value (TTV).
- Coordinate and deliver training sessions and webinars to educate customers on product features and best practices.
4) Adoption and Usage Monitoring:
- Analyze customer usage patterns to identify adoption barriers and develop strategies to increase product engagement.
- Monitor key performance indicators (KPIs) such as customer health scores and adoption rates to ensure high product utilization.
5) Retention and Expansion:
- Collaborate with the sales team to manage renewals and identify upselling and cross-selling opportunities.
- Work closely with customers to challenge and evolve their goals, driving high retention rates.
6) Customer Advocacy and Feedback:
- Act as a customer advocate, gathering feedback to inform product development and marketing strategies.
- Develop customer success stories and case studies to showcase the value of TR solutions.
7) Cross-Team Collaboration:
- Partner with sales, marketing, and product teams to align customer success initiatives with business goals.
- Participate in strategic account planning and joint campaigns with key partners.
About you
- Bachelor's degree in a relevant field (e.g. tax, accounting). Masters or CPA is a plus. Prior experience in the tax technology sector or direct experience working with tax professionals, accounting firms or corporate tax departments is highly preferred.
- Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable.
- Gainsight, Gong, or Salesforce user experience is a plus
- Functional/technical skills in GenAI systems and AI prompting engineering; particularly as they apply to corporate tax workflow and tax research, and analysis
- Understanding l wotaxkflows, terminology, and common challenges.
- Ability to travel 25%
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What’s in it For You?
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally 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.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
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. 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.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com
Who we are Thomson Reuters informs the way forward by delivering trusted content and technology that people and organizations need to make the... Read more