Manager, Customer Success Management

Manager, Customer Success Management - AEM

About the Role:

• Responsibility for providing leadership and team management for the CSM team supporting low-mid market customers across the AEM region
• Manage the delivery of the customer service experience, drive customer retention, identify growth potential and enhance Thomson Reuters brand values

Accountabilities:

• Develop a high-performance team of Customer Success Managers supporting low-mid market customers
• Drive targeted retention and growth targets for designated customers across a range of content-based products
• Stay up to date with product launches and enhancements to ensure CSMs maintain a high degree of product knowledge
• Provide Customer feedback on products and service delivery
• Act as a strong advocate for customers engaging with our products and services
• Work closely with other functional areas of the business including Sales, Onboarding, Commercial Excellence, Training and Marketing teams.
• Recruit, develop, and evaluate personnel to ensure the efficient operation of the team.
• Act as a liaison between customers, operations, sales, field service and order processing to resolve status, production, delivery and billing inquiries.
• Expedite service and repairs and manage escalation complaints.
• Recommends changes to policies and establishes procedures that affect immediate organization.
• Identifies areas of improvement and efficiency, productivity and accuracy.
• Leadership of the CSM team members, creating and driving a high performing culture

About You:

Key Deliverables

Create a work environment that produces a highly motivated and agile team that can drive the success of our content business

Ensure the Customer Success Team:

• Achieve retention targets in line with plan
• Achieve customer activity benchmarks to drive a high level of customer satisfaction
• Work closely with customer to understand their use cases and identify Upsell and Cross sell opportunities then work with sales team to generate new sales in line with plan

Skills and Experience

Qualifications and Experience

• Law or Business Degree
• Previous experience in a customer success role or equivalent
• Previous people management experience desirable
• Excellent understanding of Legal, Tax and Corporate market segments

Skills

• Change Management
• Persuasion
• Communication
• Strategic Insights
• People Management

What's in it For You?

• Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• 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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