Customer Success Specialist

7 days ago

Eagan, Minnesota, United States Thomson Reuters Corporation Full time
About the Role

We are seeking a highly motivated and customer-focused CUSTOMER SUCCESS SPECIALIST to join our team within the Tax & Accounting organization, focused on our Audit products.

The ideal candidate will be responsible for ensuring the success and satisfaction of our new customers in their first year with our product/service. This role involves working closely with our Professional Services team to provide a seamless onboarding experience for our new clients, guiding them through their initial experience, and offering ongoing support to ensure they realize the full value of our offerings.

Key Responsibilities:
  • FACILITATE CUSTOMER ONBOARDING: Ensure a smooth onboarding process for new customers, providing them with comprehensive information and equipping them to utilize our product/service effectively.
  • DEVELOP PRODUCT EXPERTISE: Develop a deep understanding of our product/service features, benefits, and use cases to communicate them effectively to customers.
  • BUILD AND MAINTAIN CUSTOMER RELATIONSHIPS: Establish and maintain strong, long-lasting relationships with customers, acting as the primary point of contact and managing customer expectations within their first year from purchase.
  • TRAIN AND EDUCATE CUSTOMERS: Conduct product demonstrations and training sessions to educate customers on how to effectively utilize our product/service.
  • SUPPORT AND TROUBLESHOOTING: Provide timely and empathetic support that prioritizes the customer's needs, resolving any issues promptly and efficiently.
  • COLLECT FEEDBACK: Regularly gather customer feedback to share with our product, sales, and marketing teams, driving improvements and enhancements.
  • RENEWAL AND EXPANSION: Identify opportunities for customer account growth and encourage renewals through collaboration with our Sales Executive and Client Executive teams.
  • REPORTING: Track and report on customer success metrics, providing valuable insights and trends to internal teams.
About You

To succeed in this role, you should possess:

  • A bachelor's degree or equivalent experience.
  • 1-2 years of experience in customer success, account management, or a similar client-facing role, preferably in the SaaS space.
  • Excellent communication and interpersonal skills.
  • The ability to explain complex subjects in a clear and engaging manner.
  • Strong problem-solving abilities and customer empathy.
  • Proficiency in using customer success software, CRM tools, and office productivity applications.
  • The ability to work independently and as part of a team.
  • A willingness to learn and adapt to new technologies and processes.
  • PASSION FOR PROVIDING OUTSTANDING CUSTOMER EXPERIENCES.
What We Offer

At Thomson Reuters Corporation, we believe in investing in our employees' growth and well-being. Here are some of the benefits we offer:

  • A competitive salary range: $65,000 - $80,000 per annum, based on location and experience.
  • A comprehensive benefit package, including medical, dental, and vision coverage.
  • Flexible work arrangements and paid time off.
  • Opportunities for professional development and career advancement.
  • A dynamic and inclusive work environment that values diversity and equality.

We are an equal opportunity employer and welcome applications from qualified candidates regardless of race, color, sex/gender, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law.

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