Are you looking for a dynamic role that involves closing renewals, identifying growth opportunities, and engaging with customers across virtual channels If youre a seasoned customer success professional with a SaaS background and a passion for driving revenue growth, a talent for building strong relationships, and a knack for analytical problem-solving, we want to hear from you!
Shift Timing - 12:00 PM - 9:00 PM
Hybrid Work Model: Work from Office Twice a week
About the Role:
As a trusted advisor and strategic partner, youll play a vital role in driving customer success and growth by leveraging your business acumen, product expertise, and exceptional communication skills.
Key Areas of Focus:
Business Insight and Strategic Guidance: Develop a deep understanding of each customers unique business goals, challenges, and industry trends, and use this knowledge to provide tailored guidance and strategic recommendations that align our product with their objectives. This will enable customers to achieve their desired outcomes and maximize their return on investment.
Product Mastery and Solutioning: Demonstrate a thorough understanding of our products capabilities and limitations and use this expertise to identify and recommend solutions that address specific customer needs and use cases. This will empower customers to get the most value from our product and drive adoption.
Product Adoption and Enablement: Collaborate with customers to ensure a seamless implementation and adoption of our product, providing regular training and support to ensure they achieve maximum value from their subscription. This will lead to increased customer satisfaction, loyalty, and retention.
Strategic Business Reviews and Presentations: Develop and deliver compelling, data-driven presentations that showcase the value our product has delivered to customers and provide actionable insights and recommendations to drive continued growth and success.
Renewals, Expansions, and Customer Satisfaction: Own and drive the renewal process, identifying opportunities to upsell and cross-sell, and ensuring that customer satisfaction is reflected in our Net Promoter Score and Retention Rate. This will drive revenue growth, customer loyalty, and long-term partnerships.
About You:
A minimum 4 years of relevant industry experience in customer success, SaaS platform utilization, and/or post-sales consulting, with a proven track record of delivering exceptional customer experiences, driving revenue growth, and building long-term partnerships.
In this role as an Associate Customer Success Executive, you will be involved in:
Customer-Centricity: A deep empathy for customers, understanding their needs, challenges, and goals, and a passion for delivering exceptional experiences that drive loyalty and retention.
Revenue Growth Mindset: A strong focus on driving revenue growth through upsells, cross-sells, and renewals, with a keen understanding of the commercial levers that drive business success.
Influential Leadership: The ability to manage through persuasion, negotiation, and consensus building, with a talent for building strong relationships, influencing stakeholders, and driving collaborative decision-making.
Analytical Problem-Solving: A process-oriented approach to problem-solving, supported by excellent analytical skills, with the ability to collect and analyze data, identify trends, and develop actionable insights.
Exceptional Communication: Outstanding communication and presentation skills, with the ability to craft compelling narratives, present complex ideas simply, and engage audiences with confidence and conviction.
Desired Skills:
Strong, clear communications skills both written and verbal
Hands on experience of CRM Tools (Gainsight or Salesforce Preferrable)
Building Relationships
Closing Skills
Negotiation.
Dealing with Challenges.
Collaborative, solution-oriented problem-solver
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Whats in it For You
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
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters caf networking.
Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we ve never talked about with as much pride as we should - we are one of the only companies on the planet 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.
Do you want to be part of a team helping re-invent the way knowledge professionals workHow about a team that works every day to create a more transparent, just and inclusive futureAt Thomson Reuters, we ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world s most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound excitingJoin us and help shape the industries that move society forward.
