Corporates Customer Success Strategy and Planning Leader
About the Role
We are seeking an innovative and strategic leader to join our Customer Success team as the Strategy and Planning Leader for the Corporates customer segment. This role is pivotal in shaping the future of our customer success delivery model and driving initiatives that enhance customer satisfaction, retention, and growth. The ideal candidate will possess a strong strategic mindset, exceptional leadership skills, and a passion for delivering world-class customer experiences.
This is a fully remote role, but we do prefer candidates who are close to one of our hub locations: Eagan, MN; New York, NY; Ann Arbor, MI; Frisco, TX
Key Responsibilities:
Strategic Development: With the Head of CS for the segment, lead the creation and continuous improvement of the customer success delivery model for the Corporates segment, ensuring alignment with overall business objectives and customer needs.
Initiative Leadership: Drive pan-customer segment initiatives aimed at enhancing customer adoption, retention and expansion. Collaborate with cross-functional teams to implement strategies that deliver measurable results.
Performance Analysis: Develop and utilize performance metrics, including functional KPI’s, to evaluate the effectiveness of customer success initiatives. Use data-driven insights to recommend and implement improvements.
Customer Success Operations: Develop and execute annual plans, quarterly business reviews, and OKRs, while facilitating leadership meetings and channel communications.
Collaboration and Influence: Work closely with Sales, Product, Marketing, and other key stakeholders to align customer success strategies with broader company goals. Influence and inspire teams to prioritize customer success.
Customer Advocacy: Serve as a customer advocate within Thomson Reuters, ensuring that customer feedback and insights are incorporated into product development and service enhancements.
Team Leadership: Mentor and develop a high-performing team, fostering a culture of excellence, collaboration, and continuous improvement.
Change Management: Lead change management efforts associated with new customer success initiatives, ensuring seamless adoption and integration.
About You
Bachelor's degree required; MBA or related advanced degree preferred
Extensive experience in customer success, strategy, or planning roles, preferably within the corporate or B2B sector.
Proven track record of developing and implementing successful customer success strategies
Strong analytical skills with the ability to translate data into actionable insights
Exceptional communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
Demonstrated leadership ability, with experience managing and developing high-performing teams.
Excellent project management and organizational skills
Experience working with enterprise-level customers in the B2B space
Familiarity with customer success tools and technologies
Experience with Gainsight
Knowledge of the legal, tax, accounting, or compliance industries is a plus
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 café 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 metro locations: Los Angeles, New York City, San Francisco, Washington, DC. The base compensation range for the role in any of those locations is $151,700 - $281,700. 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 $137,900 - $256,100. 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 01/24/2025.
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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