Digital Customer Success Specialist - Onboarding

Thomson Reuters•Eagan, MN

7h•Hybrid

About The Position

In the role of Digital Customer Success Specialist - Onboarding, you will: Design and deliver proactive scaled onboarding programs for new customers through 1:1 and 1:Many solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions. Collaborate with Product Marketing and CS leadership to personalize messaging by assigned segment or persona. Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the strategy you build. Actively partner and align cross-functionally to ensure your customer programs and communication strategies align with touchpoints and interactions with other teams including Customer Success, Customer Training, and Marketing teams. Capture customer feedback and translate insights into actionable improvements. Monitor customer usage data to identify potential churn risks and proactively intervene. Develop a strong understanding of available educational content and programs to curate as a part of scaled onboarding programs. Identify gaps and suggest new content as needed and provide feedback on existing content included in our on-demand learning libraries.

Requirements

1+ year(s) of customer-facing experience in Customer Success, Onboarding, Support, or Customer Education, preferably in B2B SaaS.
Excellent communicator and facilitator; able to guide both tactical users and senior leaders.
Strong technical troubleshooting skills, comfortable researching, problem-solving, and communicating complex topics clearly.
Experience using tools that manage customer communications at scale including email automation tools, in-product messaging, or other customer success tools.
Data-driven approach to problem-solving and strong analytical skills.
Ability to prioritize amongst numerous initiatives for maximum impact.
Strong communication skills and the ability to evangelize your programs.
Strong project management skills: ability to manage multiple projects simultaneously, prioritize tasks, meet deadlines.
Curiosity, creativity, and the desire to experiment.

Nice To Haves

Additional experience with digital customer success strongly preferred.
Experience with Gainsight strongly preferred.

Responsibilities

Design and deliver proactive scaled onboarding programs for new customers through 1:1 and 1:Many solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions.
Collaborate with Product Marketing and CS leadership to personalize messaging by assigned segment or persona.
Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the strategy you build.
Actively partner and align cross-functionally to ensure your customer programs and communication strategies align with touchpoints and interactions with other teams including Customer Success, Customer Training, and Marketing teams.
Capture customer feedback and translate insights into actionable improvements.
Monitor customer usage data to identify potential churn risks and proactively intervene.
Develop a strong understanding of available educational content and programs to curate as a part of scaled onboarding programs.
Identify gaps and suggest new content as needed and provide feedback on existing content included in our on-demand learning libraries.

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. 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.
market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match
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