Customer Success Manager - Global Trade
About The Position
The Customer Success Manager focused on global trade manages a book of Concierge and/or Advisory customers, developing customers’ knowledge of their product offerings and helping them achieve business goals. The role supports Thomson Reuters’ strategic objectives and retention goals by managing multiple projects and applying business judgment to remove obstacles to customer growth and retention. The position partners with customers throughout their lifecycle to define success, provide education, monitor progress and customer health, and ensure customers receive value from their investment. It also identifies opportunities for commercial growth and collaborates with Sales, Professional Services, and other internal teams. The role uses tools such as Gainsight and Salesforce to manage client information, pipeline, and financial forecasts, and represents Customer Success in cross-functional discussions.
Requirements
- At least 8 years of professional experience, including a minimum of 3 years of customer success experience.
- Four-year college degree.
- Experience in Global Trade.
- Strong business acumen and communication skills.
- Ability to manage a customer journey, resolve conflicts, and solve problems.
- Experience working with cloud software solutions and cloud delivery models.
Nice To Haves
- Master’s degree or equivalent.
- Salesforce user experience.
- Functional or technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications.
Responsibilities
- Partner with customers to define success, deliver educational activities throughout their lifecycle, and track progress toward business outcomes.
- Develop and share best practices and Customer Success Plans in collaboration with internal teams such as Sales and Professional Services.
- Monitor customer health by tracking usage data, escalating critical concerns, and using insights to make strategic adjustments.
- Identify and activate commercial growth opportunities, recommend improvements based on customer maturity, and work closely with the commercial team.
- Drive retention and growth through tailored engagement and collaboration, ensuring customers receive maximum value from their investment.
- Use technology tools such as Gainsight and Salesforce to manage client information, pipeline, and financial forecasts accurately.
- Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings.
- Manage a book of Concierge and/or Advisory customers, developing their knowledge of their product offerings and supporting performance toward strategic objectives and retention goals.
- Manage multiple projects and use business acumen to remove obstacles to customer growth and retention.
Benefits
- Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
- Flexible vacation and paid time off, including two company-wide Mental Health Days and paid holidays.
- Access to the Headspace app and Employee Assistance Program.
- Retirement savings and a 401(k) plan with company match.
- Tuition reimbursement.
- Employee incentive programs.
- Health, dental, vision, disability, and life insurance.
- Parental leave and sabbatical leave.
- Fitness reimbursement.
- Flexible Spending and Health Savings Accounts.
- Commuter benefits.
- Adoption and surrogacy assistance.
- Employee Stock Purchase Plan.
- Two paid volunteer days annually.
- Resources for mental, physical, and financial wellbeing.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
