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 ONESOURCE Customer Success Executive (CSE) will be responsible for customers within our Direct Tax. To begin, the CSE will participate in a virtual on-boarding program to learn the respective specialized product lines, as they acquire their book of business. The CSE is assigned a book of business by geographical territory 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, prefer candidates based on east coast due to clients supporting.
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
Drive Customer value: 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: Leverage technology tools (e.g., Gainsight and Salesforce) to keep all client information updated, manage team pipeline, and forecast financial projections accurately
Present: 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:
6+ years of professional experience in Accounting or US Taxation, with a minimum of 3 years' experience in client management
4-year college degree required, master's degree or equivalent preferred
Experience in ONESOURCE, 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
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:
Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
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.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe networking.
Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of... For full info follow application link.
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 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
