Client Success, Customer Advocate

Thomson Reuters
life insurance, parental leave, paid time off, paid holidays, tuition reimbursement, 401(k)

2900 Ames Crossing Road (Show on map)
Oct 03, 2024
To deliver business change projects across all phases of the project lifecycle. Can be trusted with senior clients, key stakeholders and project team staff. Focuses on TRDI clients and supports others within BU. About the Role: In this opportunity you will: Maximize TRDI customer retention rates through effective sales techniques over the phone, video and email while also minimizing customer churn and contraction. Be willing to help other customers in Corp Legal as needed. Execute the renewal process to ensure ARR is retained or expanded Evaluate license usage and complete the true-up requirements Understand and align customer's business needs and goals to generate renewal quotes Ensure that renewals are closed on a timely basis Collaborate with Sales and Customer Success Managers on renewals strategy and plans, leveraging customer analytics and metrics Liaise with customers to ensure POs and order forms are accurately completed to allow for internal deal approval Review weekly forecasts and business outcomes with reps and sales managers. This includes win/loss review so we can iterate our approach based on our success and failures. Collaborates with regional Sales and Customer Success leader Performance Indicators: Renewal Rate: Percentage of contracts successfully renewed. Churn Rate: Percentage of customers not renewing their contracts. Upsell/Cross-sell Rate: Revenue generated from upselling or cross-selling during the renewal process. Customer Satisfaction Score: Feedback from customers regarding the renewal process. Time to Renewal: Average time taken to complete the renewal process. Discount Rate: Average discount given during renewals. Renewal Forecast Accuracy: Accuracy of renewal revenue forecasts compared to actual results. Customer Retention Cost: Cost associated with retaining customers through renewals. Net Promoter Score (NPS): Measure of customer loyalty and likelihood to recommend. Renewal Pipeline Value: Total value of contracts up for renewal in a given period. About You: You're a fit for the role if you have: bachelors or equivalent experience Related sales or related customer experience (examples SDR, BDR, sales ops, deal desk, customer service, CSM) Demonstrated progressive experience with B2B software sales Experience with subscription GTM approaches for customer success management and renewals Effective communicator, strong interpersonal and collaboration skills Motivated, driven and results-oriented Strong negotiation, presentation and closing skills Preferred experience with technical products. Experience with DevOps, software development lifecycle, or application development is a plus. #LI-TK1 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 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. In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The base compensation range for the role in any of those locations is $74,200 - $137,800. The base compensation range in other locations may vary. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This job posting will close 11/02/2024. 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. Protect yourself from fraudulent job postings click here to know more. More information about Thomson Reuters can be found on https://thomsonreuters.com.