Are you passionate about building lasting relationships and delivering exceptional value to clients? At Thomson Reuters, our Customer Success Team is the heart of our client-centric approach, serving as strategic partners and advocates for our valued customers. This is accomplished by sharing product and solution information, addressing customer issues, renewing accounts, and helping the sales team identify upsells and cross-sells opportunities using CRM tools.
Shift Timing - 12:00 PM - 9:00 PM
Hybrid Work Model: Work from Office Twice a week
About the Role:
The Customer Success Activation role exists to create and design playbooks and campaigns for the customer success team.
You will partner with teams across the company to create compelling playbooks and campaigns that drive customer satisfaction and net recurring revenue.
Playbooks and campaigns guide the Customer Success team to follow specific processes and tasks to help customers achieve their goals with our products.
Additionally, playbooks and campaigns help drive Net Recurring Revenue.
The campaigns need to be backed with analytics-based reporting out of the CRM systems (Gainsight).
You will develop a deep understanding of the customer journey and use data to determine where to focus.
Identifying Customer pain points (Renewals Reps) so that we understand where and why a playbook is needed.
Setting a playbook/campaign goal. Each playbook/campaign will have a different goal. For example, reducing cancelations, increasing net promoter score, drive cross-sell or up-sells.
Collaboration with Customer Success Teams – You will gather insights from Customer Success teams and other stakeholders to enhance playbooks.
Defining where the playbook fits in the customer lifecycle. For playbooks/campaigns to be relevant and creation of CRM reports for driving analytics-based decision making.
Adding the Tasks, resources, and instructions- Using our Customer Success platform you will ensure that all the playbook instructions and actions are loaded into the system so that the Customer Success teams have all the resources needed for each stage.
Reports & Dashboards - You will work with our analysts to create reporting from our CRM systems to report on playbook effectiveness.
You will monitor what’s working and what is not working. You will deeply understand what is driving results and adjust playbooks and campaigns.
About You:
Min 4-6 Years experience in Sales Operations, Customer Success, Customer Service/Support functions.
Understanding of Customer Journey in Renewals
Understanding of interlinkage of Data from different systems (TMS, Salesforce, Gainsight, SAP)
Able to set priorities to meet deadlines; develops plans to meet short-term objectives
Applies a wide range of processes, policies, and standards in straightforward situations
Implementation of CRM Reports & Dashboards
Identifies and resolves standard technical and operational problems
Decisions involve interpretation of data, planning own work, or refining the methods and techniques to be used
Desired Skills and Personal Attributes:
Strong, clear communications skills—both written and verbal.
Good presentation and project management skills.
Good stakeholder management skills.
Dealing with Challenges.
Accurate & Responsive.
Collaborative, solution-oriented problem-solver
Proficiency in the use of CRM tools (Salesforce, Gainsight, ClientSuccess, CustomerSuccessBox, ChurnZero, Totango, Planhat and Catalyst) required.
What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
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 café 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.
#LI-OE1
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At 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 exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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More information about Thomson Reuters can be found on https://thomsonreuters.com.
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