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2 months ago
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Customer Success Manager


Thomson Reuters
Location: London
Job type: Permanent
Category: Sales Manager Jobs
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Job Description

Position Title: Customer Success Manager

Position Type: Permanent

Role Summary:

The Customer Success Manager provides a client with a consistent point of contact and be their ‘go to’ expert on the technical and functional capabilities of the solution. This role will involve teaming with the Global Legal Software Lead as well as the Regional Sales Leads on customer opportunities and projects throughout their lifecycle. The Customer Success Manager manages key accounts through account retention, growth and proactive client engagement.

Major Responsibilities / Accountabilities:

* Responsible for achieving account retention goals. Contacts clients on a regular basis to engage in proactive customer outreach for the purpose of creating client satisfaction
* Responsible for growing accounts by selling clients additional product functionality. Ability to partner with sales (warm hand off) for larger deals
* Delivers effective training to clients to ensure maximum client utilization/satisfaction with purchased products
* Presents the perspective of the customer as it liaises with other TR functions to ensure the perspective is integrated into business processes
* Engages clients to explore any issues or concerns they may have with the product and/or the invoicing process
* Working with Sales Leads to help qualify news sales opportunities and support the growth of the Contract Express within the G7 business unit
* Supporting the sales process through product demonstration support, customer requirements meetings, proposal development, including RFI/RFP bid management processes where required
* Works with the professional services team to develop effective proof of concept/pilots and to project manage solution implementation projects including schedules, deliverables, and issue tracking
* Accountable to drive high active usage rates within customers by driving the creation and execution of a thorough and action-oriented Adoption Plan
* On-going identification, creation and development of professional services opportunities within client projects
* Providing best practice advice in order to improve their operations and initiatives
* Initiating and participating in account planning sessions with both internal teams and client's key stakeholders
* Ensuring the successful and optimum utilization of Thomson’s Reuters Software solutions, predominantly Contract Express, but assist as required to support other product lines
* Effective, timely and accurate client communications (oral and written), establishing and reviewing key performance indicators, and active positive engagement
* Work in CRM environment updating customer and account information

Essential Skills and Experience:

* Bachelor’s degree in related field
* Demonstrable related work experience, ideally with experience in a corporate Legal department or law firm, or significant experience in a legal operations position or working with similar software solutions
* Strong understanding of general business and specifically advisory/ legal department operations
* Demonstrable experience working in pre-sales
* Experience working with SaaS solutions and implementing customer success metrics
* Ability to effectively communicate and establish credibility and rapport with multiple levels of a client's organization (staff, general counsel, C-Suite)
* Excellent written and oral communication skills
* Consultative and problem-solving skills
* Strong technical affinity for business solutions, software, data analytics, etc.
* Proficient Microsoft Office skill, particularly Word and Excel
* Consistent performer and handles stressful situations and deadline pressures well
* High level of initiative and plans and carries out responsibilities with minimal direction
* Experience working in a global matrix environment
* Ability to work on additional initiatives and support management by demonstrating a willingness to undertake additional projects and responsibilities from time to time
* Entrepreneurial spirit and ability to thrive amidst ambiguity and adapt to shifting circumstances
* Excellent collaboration, partnership and diplomatic skills, and ability to influence and drive change, encourage collaboration, and work effectively in a complex matrix-driven organization
* Ability to travel as needed for assigned customer accounts

Desired Skills and Experiences

* Knowledge of Thomson Reuters products and services

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 25,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.



Locations
London-United Kingdom;London-United Kingdom
Job Description

Position Title: Customer Success Manager

Position Type: Permanent

Role Summary:

The Customer Success Manager provides a client with a consistent point of contact and be their ‘go to’ expert on the technical and functional capabilities of the solution. This role will involve teaming with the Global Legal Software Lead as well as the Regional Sales Leads on customer opportunities and projects throughout their lifecycle. The Customer Success Manager manages key accounts through account retention, growth and proactive client engagement.

Major Responsibilities / Accountabilities:

* Responsible for achieving account retention goals. Contacts clients on a regular basis to engage in proactive customer outreach for the purpose of creating client satisfaction
* Responsible for growing accounts by selling clients additional product functionality. Ability to partner with sales (warm hand off) for larger deals
* Delivers effective training to clients to ensure maximum client utilization/satisfaction with purchased products
* Presents the perspective of the customer as it liaises with other TR functions to ensure the perspective is integrated into business processes
* Engages clients to explore any issues or concerns they may have with the product and/or the invoicing process
* Working with Sales Leads to help qualify news sales opportunities and support the growth of the Contract Express within the G7 business unit
* Supporting the sales process through product demonstration support, customer requirements meetings, proposal development, including RFI/RFP bid management processes where required
* Works with the professional services team to develop effective proof of concept/pilots and to project manage solution implementation projects including schedules, deliverables, and issue tracking
* Accountable to drive high active usage rates within customers by driving the creation and execution of a thorough and action-oriented Adoption Plan
* On-going identification, creation and development of professional services opportunities within client projects
* Providing best practice advice in order to improve their operations and initiatives
* Initiating and participating in account planning sessions with both internal teams and client's key stakeholders
* Ensuring the successful and optimum utilization of Thomson’s Reuters Software solutions, predominantly Contract Express, but assist as required to support other product lines
* Effective, timely and accurate client communications (oral and written), establishing and reviewing key performance indicators, and active positive engagement
* Work in CRM environment updating customer and account information

Essential Skills and Experience:

* Bachelor’s degree in related field
* Demonstrable related work experience, ideally with experience in a corporate Legal department or law firm, or significant experience in a legal operations position or working with similar software solutions
* Strong understanding of general business and specifically advisory/ legal department operations
* Demonstrable experience working in pre-sales
* Experience working with SaaS solutions and implementing customer success metrics
* Ability to effectively communicate and establish credibility and rapport with multiple levels of a client's organization (staff, general counsel, C-Suite)
* Excellent written and oral communication skills
* Consultative and problem-solving skills
* Strong technical affinity for business solutions, software, data analytics, etc.
* Proficient Microsoft Office skill, particularly Word and Excel
* Consistent performer and handles stressful situations and deadline pressures well
* High level of initiative and plans and carries out responsibilities with minimal direction
* Experience working in a global matrix environment
* Ability to work on additional initiatives and support management by demonstrating a willingness to undertake additional projects and responsibilities from time to time
* Entrepreneurial spirit and ability to thrive amidst ambiguity and adapt to shifting circumstances
* Excellent collaboration, partnership and diplomatic skills, and ability to influence and drive change, encourage collaboration, and work effectively in a complex matrix-driven organization
* Ability to travel as needed for assigned customer accounts

Desired Skills and Experiences

* Knowledge of Thomson Reuters products and services

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 25,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.



Locations
London-United Kingdom;London-United Kingdom

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