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Senior Customer Success Executive (Legal) The Senior Customer Success Executive (Sr CSE) for Corporate Segment- Global Accounts will be responsible for Legal Global Key Enterprise customers within our business. The Sr CSE leads renewal and upsell sales motions for top existing accounts, driving retention during the renewal window and handles more complex deals. This role is assigned a book of business specific to Enterprise customers and will be responsible for the development of customers knowledge on their suite of offerings. The Sr 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. Location: can be remote based, must be based in the US. About the Role: In this opportunity as a Sr. 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. Drive best practices that are developed with your customer-base that can be shared with other members of the team. Includes but not limited to, developing commercial growth strategies, defining how best to collaborate with internal partners such as Sales and Professional Services, and identifying long-term Customer Success Plans that are best in class for others to learn from. 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. 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 tools (e.g., Gainsight and Salesforce) to keep all client information updated, manage team pipeline, and forecast financial projections accurately. 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. Represent the Customer Success team through 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: 4-year college degree or equivalent experience. 8+ years of professional experience, with a minimum of 5 years’ experience in client management. Experience in Gainsight and Salesforce. 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: 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. #J-18808-Ljbffr
