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Client Success Manager

2 months ago

Bloomington, Illinois, United States Thomson Reuters Full time

About the Role

In this opportunity as a Senior Delivery Manager, you will:

  • Provide strategic leadership in the execution of complex deals to ensure successful implementation across territories.
  • Offer thought leadership across the National Security territory on how to leverage Thomson Reuters solutions to most effectively support client objectives.
  • Proactively identify, communicate, and resolve customer issues that threaten the success of the project both internally and at the customer site.
  • Focus on meeting or exceeding established project metrics, identifying risks/potential issues and risk mitigation strategies.
  • Collaborate closely with the Analyst Managers and Technical team to problem-solve optimal solutions.
  • Be responsible for the holistic 'customer experience'; ensuring high-quality delivery of new and existing contracts in the territory.
  • Understand client's mission and how to leverage Thomson Reuters solutions to most effectively support their objectives.
  • Own management and oversight of day-to-day customer needs and interactions, including deals that include services from multiple business units, require customized deliverables, have detailed security requirements, and are strategic within the client base.
  • Direct and manage Proof-of-Concepts (POCs) to prospective clients in close coordination with the analysis and product/technical teams.
  • Ensure complex deals get implemented successfully.
  • Serve as an extension of Sales, Analysis, and Product/Tech team on the ground; having a strategic view of customer challenges and regularly identifying opportunities to funnel back to the Territory Lead/BDD, Analysis, and Product teams.
  • Attain assigned client retention and sales goals.
  • Have an understanding of Finance, Legal, Contracting, and Security requirements, and know when and how to communicate effectively in order to optimally manage processes.

About You

You're a fit for this role if your background includes:

  • Able to obtain and maintain a national security clearance.
  • Bachelor's degree required.
  • A minimum of 5-10 years of client-related experience in the Department of Defense, Federal Law Enforcement, or National Intelligence Community preferred.
  • Strong familiarity with the broad suite of Thomson Reuters proprietary data sets and technology preferred.
  • Program/Project management experience preferred.
  • Works well with teams and driving disparate groups toward common client goals.
  • Able to effectively communicate and relate to multiple levels of a client's organization.
  • Able to work collaboratively with internal and external stakeholders demonstrating strong interpersonal and communication skills.
  • Self-starter, highly motivated, team player with strong business acumen, superior organizational skills and the ability to follow through.
  • Excellent writing and presentation skills.
  • Able to travel to sales training, meetings, and to customer locations.
  • Proficient in web-based demo platforms, MS Office/internet.

Physical Requirements

  • Able to travel to customer locations and company meetings.
  • Able to carry company materials.
  • Able to sit for long periods of time in front of a computer.
  • Able to use the phone.