Director, Associate Client Executives

4 days ago

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

As a Director of Associate Client Executives, you will lead a team to achieve channel renewal and retention goals. You will report to the Sr. Director of Customer Success and be responsible for developing and maintaining a management team that produces an industry-leading customer experience.

The role requires accountability to prescriptive coaching of 6 managers and 60 frontline ACEs, driving innovative, high-performing, customer-centric results. You will focus on delivering against a retention and renewal quota and develop an organization that ensures cooperation and coordination of retention and sales teams.

You will also play a key role in the utilization of our Mexico-based support teams and collaborate with channel VPs and Directors in the development and implementation of the strategic and operational business plan.

Key responsibilities include:

  • Increasing retention and revenue in assigned accounts across service levels
  • Collaborating with channel VPs and Directors in the development and implementation of the strategic and operational business plan
  • Working closely with Mexico-based support teams to reduce time spent on repetitive activities
  • Ensuring teaming with sales channels to jointly develop new and existing business opportunities and maximize revenue in existing accounts
  • Identifying and embedding key operating metrics to ensure renewal, retention, and other KPI targets are met or exceeded
  • Setting expectations and holding managers accountable to develop and coach their team to drive results, productivity, and revenue growth
  • Creating an environment that attracts, coaches, develops, and retains top talent and develops an effective team of managers
  • Developing a deep understanding of our customers and applying knowledge of business and market dynamics to provide value-add solutions and services
  • Building constructive relationships across the organization with key business partners, including channel peers, marketing, human resources, and finance, to drive the business forward

About You

You're a fit for the role of Director, Associate Client Executives if your background includes:

  • Bachelor's degree or equivalent experience required
  • Digital Marketing Experience strongly preferred
  • Minimum 5 years of sales and/or account management experience
  • Mastery of sales and client management process and execution
  • Past experience in a successful client management, customer success, sales, sales support, or digital retention role
  • Knowledge of law firm customers and workflow preferred
  • Established knowledge of TR products, especially FindLaw, preferred
  • Ability to partner and develop strong relationships with business partners
  • Excellent time management and organizational skills
  • Strong leadership, people management, and team building skills essential
  • Ability to identify problem areas, trends, and opportunities and ability to recommend appropriate action required
  • Strong business acumen gained through exposure to multiple functions
  • Excellent verbal and written communication skills and effective presentation skills
  • Ability to articulate concepts and document procedures
  • Strong creative problem-solving skills and the ability to negotiate and resolve conflict
  • Ability to manage multiple tasks in a fast-paced, changing environment
  • Ability to work both independently and as a part of a team
  • Strong process improvement orientation

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 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 cafe 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.

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