Customer Success Executive

Thomson Reuters•Ann Arbor, MI

2d•Hybrid

About The Position

The Customer Success Executive plays an integral role in helping to increase customer satisfaction and brand loyalty for a fast-growing and award-winning software company. The Customer Success Executive is responsible for driving the growth and expansion of existing customer accounts. This role involves identifying opportunities for upselling, cross-selling, and enhancing customer engagement to ensure customer success and revenue growth. The ideal candidate will have a solid understanding of customer needs and the ability to develop strategies that align with business objectives. The position will also maintain customer satisfaction and retention by proactively addressing customer needs and issues. This role involves developing strategies to reduce churn, enhance customer engagement, and build long-term relationships with customers. Client Relationship Management: Own the entire relationship with assigned accounts, including adoption, expansion, retention, and satisfaction. Identify at-risk accounts and develop plans to address their concerns and improve their experience. Product Expertise: Develop a thorough understanding of our solutions and service offerings to better upsell and cross-sell to customers. Assist in product launches. Drive Sales Growth: Identify and manage upselling and additional purchase opportunities to customers to ensure customers continue to derive value from our offerings. Achieve and exceed sales targets and KPIs. Spread the Word: Promote customer success stories and case studies to highlight the value of our solutions. Customer Journey Expertise: Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals. Data Analysis: Analyze customer data to identify trends, opportunities, and areas for improvement. Collaboration: Work with the company's Marketing, Sales, and Product teams to support the development of marketing initiatives to help ensure continually evolving products that meet or exceed client expectations. Professional Development: Invest in ongoing self-development to acquire industry-relevant skills necessary to satisfy customer needs.

Requirements

Bachelor's degree from an accredited college/university or equivalent work experience.
2+ years of experience as a Customer Success Manager.
A passion for technology; comfortable with web-based applications.
Exceptional time management skills and ability to prioritize multiple tasks in a fast-paced environment while meeting critical deadlines.
Excellent presentation skills and ability to effectively communicate a variety of topics to a diverse audience.
Experience providing high-level client support, internally and externally, along with the ability to build relationships with clients and team members.
Excellent verbal and written communication skills.
Excellent organizational skills and attention to detail.
Possess the ability to self-motivate, maintain a consistent schedule, and to train clients who may have no understanding of the product.
Excellent computer skills including Microsoft Word, Excel, PowerPoint, and Outlook.

Nice To Haves

Experience in the SAAS industry preferred.
Experience in the tax and accounting industry or similar is a plus.

Responsibilities

Client Relationship Management: Own the entire relationship with assigned accounts, including adoption, expansion, retention, and satisfaction.
Identify at-risk accounts and develop plans to address their concerns and improve their experience.
Product Expertise: Develop a thorough understanding of our solutions and service offerings to better upsell and cross-sell to customers.
Assist in product launches.
Drive Sales Growth: Identify and manage upselling and additional purchase opportunities to customers to ensure customers continue to derive value from our offerings.
Achieve and exceed sales targets and KPIs.
Spread the Word: Promote customer success stories and case studies to highlight the value of our solutions.
Customer Journey Expertise: Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
Data Analysis: Analyze customer data to identify trends, opportunities, and areas for improvement.
Collaboration: Work with the company's Marketing, Sales, and Product teams to support the development of marketing initiatives to help ensure continually evolving products that meet or exceed client expectations.
Professional Development: Invest in ongoing self-development to acquire industry-relevant skills necessary to satisfy customer needs.

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.

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