Customer Success Manager
Responsible for bringing Tax Accounting (Tax / Global Trade) and Legal best practices, innovations, and capabilities to a portfolio of customers. Provide technical leadership coupled with a deep understanding of each customer’s implementation this person will be tasked with driving greater adoption, business value and satisfaction within the customer base. Develop relationships with portfolio of assigned customers, connecting with key business executives and IT stakeholders, developing an understanding of their business requirements and goals, and how they are using Thomson Reuters solutions. Leveraging customer knowledge, and Tax Accounting expertise, to implement best practices strategy to ensure customers maximize value from their investment in our solutions.
Develop a trusted advisor relationship with customer key stakeholders and Executive sponsors such that all Tax Accounting activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Thomson Reuters solutions to be realized;
Leverage comprehensive understanding of Thomson Reuters products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customer’s business needs;
Review customer’s current usage to determine if challenges are the result of functionality gaps, implementation/customization gaps or training gaps;
Be able to communicate findings with appropriate teams (i.e. Product Management, Product Development, Support Technical, Account Management and Professional Services);
Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary;
Identify and grow Professional Services / Training and License opportunities within the Customer Install Base;
Collaboration with the sales teams to ensure growth attainment is a must;
Identify and assess renewal risks within the customer base;
Travel to Customer Locations is required, position may require up to 70% travel.
Detailed Description and Job Requirements:
Drive maximum adoption of Thomson Reuters solution and identify/drive product expansion opportunities via high value relationship with the client.
Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/renews contract with Oracle.
Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Thomson Reuters internal operations.
Identify product expansion/up sell opportunities working with larger clients.
Leading contributor individually and as a team member, providing direction and mentoring to others.
Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization.
Recommended 3 to 5 years of professional experience.
Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience.
Understanding of various technical architectures and operating systems.
Industry experience is desired.
BA/BS Degree in Computer Science, Finance or Accounting (or equivalent)
5+ years working with or consulting around ERP Systems ideally with Tax Accounting or Foreign Trade Solutions
Diverse industry and Accounting experience is required, with specific expertise in Revenue Recognition, subscription services and various methods of professional services billing
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization (internally and customer facing)
Working knowledge of the software development process and of software design methodologies (coding experience is not required)
Navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed
Ability to prioritize, multi-task, and perform effectively under pressure
Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business requirements to technical features and crafting solution that combine a mix of training, product and recommended process changes
Strong knowledge of Software companies business processes and best practices
Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
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.
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.
More information about Thomson Reuters can be found on thomsonreuters.com .