AI Customer Success Manager

Thomson Reuters • Ann Arbor, MI

22h • Hybrid

About The Position

The AI Customer Success Manager is a strategic role responsible for ensuring our clients maximize the value of their Thomson Reuters AI solutions, this includes CoCounsel. You will be a trusted advisor, proactively engaging with customers to understand their business processes, drive adoption, and identify opportunities for further growth and partnership. About the Role Develop and maintain strong, long-term relationships with key client stakeholders, understanding their business objectives and challenges. Conduct thorough customer needs assessments to identify how Thomson Reuters AI solutions can best address their specific requirements and deliver measurable value. Proactively engage with clients to drive adoption and utilization of AI products, providing guidance and best practices. Translate complex AI product propositions into clear, concise, and compelling value statements for clients. Identify and create new opportunities within existing accounts through consultative selling, showcasing additional solutions and services. Collaborate with sales and product teams to articulate customer feedback and influence future product development. Deliver professional presentations and demonstrations of AI solutions to various client audiences. Leverage sales technology and follow established sales processes to track customer interactions, manage opportunities, and report on account health. Act as a subject matter expert on Thomson Reuters AI offerings and web-based technology, providing expert guidance and support. Champion customer success internally, influencing cross-functional teams to ensure a seamless client experience.

Requirements

• Proven experience in a customer success, account management, or solutions selling role, preferably within a technology or AI-focused environment.
• Strong understanding of business processes and the ability to articulate how AI solutions can drive efficiencies and improvements.
• Exceptional communication, presentation, and interpersonal skills, with the ability to build rapport and influence at all levels.
• Demonstrated ability in consultative selling and delivering value-based propositions to clients.
• Experience with customer needs assessments and developing strategic account plans.
• Proficiency in leveraging sales technology and understanding sales process methodologies.
• Familiarity with web-based technology and the ability to explain technical concepts to non-technical audiences.
• Ability to work independently and as part of a team, with a strong focus on client satisfaction and achieving targets.
• Bachelor's degree in Business, Marketing, Computer Science, or a related field, or equivalent practical experience.

Responsibilities

• Develop and maintain strong, long-term relationships with key client stakeholders, understanding their business objectives and challenges.
• Conduct thorough customer needs assessments to identify how Thomson Reuters AI solutions can best address their specific requirements and deliver measurable value.
• Proactively engage with clients to drive adoption and utilization of AI products, providing guidance and best practices.
• Translate complex AI product propositions into clear, concise, and compelling value statements for clients.
• Identify and create new opportunities within existing accounts through consultative selling, showcasing additional solutions and services.
• Collaborate with sales and product teams to articulate customer feedback and influence future product development.
• Deliver professional presentations and demonstrations of AI solutions to various client audiences.
• Leverage sales technology and follow established sales processes to track customer interactions, manage opportunities, and report on account health.
• Act as a subject matter expert on Thomson Reuters AI offerings and web-based technology, providing expert guidance and support.
• Champion customer success internally, influencing cross-functional teams to ensure a seamless client experience.

Benefits

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees