Associate Customer Success Executive
About the Role
We are seeking an energetic and motivated Associate Customer Success Executive to join our team within the Tax & Accounting organization. The ideal candidate will be responsible for ensuring the success and satisfaction of our new customers in their first year with our product/service. This role involves working with our Professional Services team to ensure a positive onboarding experience for our new clients, guiding them through their initial experience, and providing ongoing support to ensure they realize the full value of our offerings.
As an Associate Customer Success Executive, you will:
Customer Onboarding: Facilitate a smooth onboarding process for new customers, ensuring they are fully informed and equipped to use our product/service.
Product Knowledge: Develop a deep understanding of our product/service features, benefits, and use cases to effectively communicate them to customers.
Account Management: Build and maintain strong, long-lasting customer relationships. Act as the main point of contact and manage customer expectations within their first year from purchase.
Training and Education: Conduct product demonstrations and training sessions to educate customers on how to utilize the product/service effectively.
Support and Troubleshooting: Provide timely and empathetic help that keeps the customer's needs at the forefront of every interaction.
Feedback Collection: Regularly gather customer feedback to share with our product, sales, and marketing teams.
Renewal and Expansion: Identify opportunities for customer account growth and encourage renewals through connections with our Sales Executive and Client Executive teams.
Reporting: Track and report on customer success metrics, providing insights and trends to internal teams.
About You
Bachelor’s degree preferred.
1-2 years of experience in customer success, account management, or a similar client-facing role, preferably in the SaaS space.
Excellent communication and interpersonal skills.
Ability to explain complex subjects in a clear and interesting way.
Strong problem-solving abilities and customer empathy.
Proficient in using customer success software, CRM tools, and office productivity applications.
Ability to work independently and as part of a team.
A willingness to learn and adapt to new technologies and processes.
Passionate about customer service and creating a positive user experience.
Proactive, with a keen eye for detail and the ability to anticipate customer needs.
Strong organizational skills to manage multiple accounts simultaneously.
What’s in it For You?
At Thomson Reuters, our people are our greatest assets. Here are some of the benefits we offer for your personal and professional growth:
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 Days 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.
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.
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More information about Thomson Reuters can be found on https://thomsonreuters.com.
