Thomson Reuters is looking for a Customer Success Executive to play an integral role in increasing customer satisfaction and brand loyalty. You will drive the growth and expansion of existing customer accounts by identifying opportunities for upselling, cross-selling, and enhancing customer engagement to ensure customer success and revenue growth.
What You'll Do
- Own the entire relationship with assigned accounts, including adoption, expansion, retention, and satisfaction.
- Identify at-risk accounts and develop plans to address their concerns and improve their experience.
- Develop a thorough understanding of our solutions and service offerings to better upsell and cross-sell to customers.
- Assist in product launches.
- Identify and manage upselling and additional purchase opportunities to ensure customers continue to derive value from our offerings.
- Achieve and exceed sales targets and KPIs.
- Promote customer success stories and case studies to highlight the value of our solutions.
- Review the customer journey and use a consultative approach to help clients overcome issues and achieve their goals.
- Analyze customer data to identify trends, opportunities, and areas for improvement.
- Work with Marketing, Sales, and Product teams to support the development of marketing initiatives and evolving products.
- Invest in ongoing self-development to acquire industry-relevant skills necessary to satisfy customer needs.
What We're Looking For
- Bachelor's degree from an accredited college/university or equivalent work experience.
- 2+ years of experience as a Customer Success Manager.
- A passion for technology; comfortable with web-based applications.
- Exceptional time management skills and ability to prioritize multiple tasks in a fast-paced environment.
- Excellent presentation skills and ability to effectively communicate a variety of topics to a diverse audience.
- Experience providing high-level client support, internally and externally, along with the ability to build relationships.
- Excellent verbal and written communication skills.
- Excellent organizational skills and attention to detail.
- Ability to self-motivate, maintain a consistent schedule, and train clients who may have no understanding of the product.
- Excellent computer skills including Microsoft Word, Excel, PowerPoint, and Outlook.
Nice to Have
- Experience in the SAAS industry.
- Experience in the tax and accounting industry or similar.
Technical Stack
- Microsoft Word
- Excel
- PowerPoint
- Outlook
Team & Environment
Works with Marketing, Sales, and Product teams.
Benefits & Compensation
- Compensation range of $104,300 - $193,700 inclusive of base pay and target sales incentive.
- Flex My Way policies for work-life balance, including work from anywhere for up to 8 weeks per year.
- Career development through Grow My Way programming and skills-first approach.
- Flexible vacation.
- Two company-wide Mental Health Days off.
- Access to the Headspace app.
- Retirement savings plan.
- Tuition reimbursement.
- Employee incentive programs.
- Resources for mental, physical, and financial wellbeing.
- Two paid volunteer days off annually.
- Opportunities for pro-bono consulting and ESG initiatives.
- Market competitive health, dental, vision, disability, and life insurance.
- Competitive 401k plan with company match.
- Paid sick and safe time off.
- Paid holidays.
- Parental leave.
- Sabbatical leave.
- Optional hospital, accident and sickness insurance.
- Optional life and AD&D insurance.
- Flexible Spending and Health Savings Accounts.
- Fitness reimbursement.
- Access to Employee Assistance Program.
- Group Legal Identity Theft Protection benefit.
- Access to 529 Plan.
- Commuter benefits.
- Adoption & Surrogacy Assistance.
- Employee Stock Purchase Plan.
Work Mode
This is a hybrid role based in the US.
Thomson Reuters is an Equal Employment Opportunity Employer providing a drug-free workplace and makes reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs.
