CSM Onboarding & Client Training Manager

Thomson Reuters • Eagan, MN

391d • $112,400 - $208,800 • Remote

About The Position

The Manager of Onboarding will lead customer onboarding initiatives, ensuring seamless integration of content products with clients to enhance their experience and drive product adoption. This role involves collaboration with cross-functional teams to align strategies and deliver effective onboarding solutions, and it is part of the Customer Success organization within the Corporates business unit. The position is fully remote, with a preference for candidates near hub locations.

Requirements

• Bachelor's degree in Business, Technology, or related field; Juris Doctorate is a plus.
• Proven experience in customer onboarding, customer enablement, or a related role.
• Experience in leading teams and managing employees in a dynamic environment.
• Strong understanding of sales processes and customer success strategies.
• Excellent communication and interpersonal skills.
• Proficiency in using data analytics tools to drive business insights, influence change, and recommend solutions.
• Ability to work collaboratively with cross-functional teams.

Nice To Haves

• Experience with AI tools for training and onboarding processes.
• Familiarity with content products and their integration into customer workflows.

Responsibilities

• Oversee and execute the onboarding process for new customers, ensuring successful integration and utilization of content products.
• Conduct comprehensive training sessions tailored to customer needs, facilitating a smooth transition and adoption of products.
• Develop quantitative and qualitative metrics to measure onboarding effectiveness and share insights with clients for continuous improvement.
• Implement mitigation strategies if onboarding outcome metrics do not meet customer goals.
• Perform assessments to evaluate the effectiveness of the onboarding process and identify opportunities for enhancement.
• Implement tools and technologies, including AI, to support and optimize the training process.
• Create and execute team member development plans for onboarding staff.
• Develop and deliver customized onboarding programs for TR content products, ensuring alignment with customer needs and industry trends.
• Work closely with internal teams to ensure customer strategy alignment for assigned products.
• Foster strong relationships with Customer Success Managers (CSM) and Sales teams globally to ensure cohesive onboarding strategies.
• Drive effective communication regarding customer onboarding from sales pre-onboarding to post-onboarding with customer success and account specialists.
• Assess and report on the effectiveness of customer onboarding initiatives, identifying key metrics for continuous improvement.
• Coordinate communications for onboarding sessions, ensuring all stakeholders are informed and engaged.
• Cultivate trusted relationships with internal TR teams and corporate functions at multiple levels.

Benefits

• Comprehensive benefit plans including health, dental, and vision insurance.
• Flexible vacation and two company-wide Mental Health Days Off.
• Work from another location for up to 8 weeks a year, with 4 weeks out of the country.
• Headspace app subscription for mental wellbeing.
• Retirement savings plan with company match.
• Tuition reimbursement and employee incentive programs.
• Access to LinkedIn Learning and internal Talent Marketplace for professional development.
• Two paid volunteer days annually and participation in ESG initiatives.
• Employee Stock Purchase Plan and commuter benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Web Search Portals, Libraries, Archives, and Other Information Services
• Education Level: Bachelor's degree