Senior Customer Success Manager page is loaded
Senior Customer Success Manager
Apply remote type Remote Job: Hybrid locations GBR-London-5 Canada Square time type Full time posted on Posted Yesterday job requisition id JREQ187104
We are seeking an experienced and results-driven Customer Success Manager to join our team.
As a Customer Success Manager, you will work closely with our customers to understand their business objectives, develop success plans, and provide guidance on how to maximize the value of our products.
Your expertise in SaaS customer success will help drive customer satisfaction, adoption of our products, and growth.
About The Role
As Customer Success Manager you will be responsible for:
* Customer Onboarding, Training, & Value Realization: Guide customers through the onboarding process to ensure a smooth and successful implementation that leads to adoption and quick time to value.
* Product expert for the Legal Software suite of solutions, ensuring all relevant stakeholders are apprised of latest developments and the product roadmap.
* Success Planning: Collaborate with customers to create success plans outlining goals, metrics, and milestones that align with their business objectives. Identify and develop customer success stories and case studies to highlight the value of our solutions.
* Customer Advocacy: Act as a customer advocate within the company, providing feedback to product and development teams to drive product improvements. Also responsible for monitoring customer usage patterns and proactively addressing any issues or barriers to adoption.
* Relationship Management: Develop and maintain strong, long-term relationships with customers to drive retention and satisfaction. Act as the voice of the customer within the company, providing feedback to product and development teams.
About You
To be considered for the role of Customer Success Manager, you will have:
* Bachelor's degree in Business, Finance, Computer Science, Law, or a related field.
* 3-5 years of experience in Customer Success, Account Management, or a related role in a SaaS company.
* Legal knowledge preferable.
* Understanding of customers' operating environment in order to tailor solutions to their needs.
* Ability to collect, analyze, and interpret data around our competitive landscape and competitor's products to identify trends, opportunities and areas of improvement.
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 (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.
* 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 café networking.
* Social Impact: Ten 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 the only companies on the planet 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.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
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 that celebrate diversity and inclusion. 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.
Accessibility
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 applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action 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.
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