Remote Customer Success Executive, Corporate (Work from Home Jobs)

Customer Success is not only a function or a team at Thomson Reuters, but also our reason for doing business. We measure our success based on that of the prioritization of our customer needs and goals. The relationship that we create with our customers determines the future benefits for both, the customer, and our company.

The ONESOURCE Customer Success Executive (CSE) for Corporate Large Accounts will be responsible for customers within our Indirect Tax. To begin, the CSE will participate in a virtual on-boarding program to learn the respective specialized product lines, as they acquire their book of business. The CSE is assigned a book of business by geographical territory and will be responsible for the development of customers knowledge on their suite of offerings.

The 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.

Remote based position – can be based anywhere in the US.

About the Role:

In this opportunity as a 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

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

Drive Customer value: 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: Leverage technology tools (e.g., Gainsight and Salesforce) to keep all client information updated, manage team pipeline, and forecast financial projections accurately
Present: 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

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:

8+ years of professional experience in Accounting or US Taxation, with a minimum of 3 years’ experience in client management
4-year college degree required, master’s degree or equivalent preferred
Experience in ONESOURCE™, Gainsight and Salesforce, a plus
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:

Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing

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: Eight 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.
Compensation: Base salary and a variable compensation that is directly related to your success
#LI-TK1

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 25,000 employees across more than 75 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.