Customer Success Specialist

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you!

Join our team! The Customer Success Analyst is responsible for supporting Customer Success Team in operational activities and renewal process. This role collaborates with customer success team to ensure the correct renewal process.

About the Role

In this opportunity as a Customer Success Specialist, you will: 

• Internal focal point to support Customer Success Managers (Support for operational processes):
• Explanation of internal processes, understanding of different scenarios, development of internal and external relationships at all managerial/operational levels;
• Survey of requirements, understanding of the scenario for contractual negotiations, application of readjustment indexes and, when necessary, risk mapping and reversal actions for retention;
• Monitoring and direct control of accounts in Salesforce: Completing and updating the system (Accounts and Opportunities);
• General monitoring to guarantee renewable revenue during the renewal period;
• Monitoring of KPIs and Closing Periods;
• Direct monitoring of the general billing process, from completing the system to guaranteeing billing confirmation;
• Direct follow-up with the contract team on documents and other requests involving customer demands:
• Guidance on approvals and follow-ups on various requests involving changes to documents (contracts, amendments and others);
• Mapping and monitoring of customer demands directed by the Customer Success Manager, reducing impacts on the commercial flow: Internal support focused on the desired objectives/results through interactions with internal teams;
• Development of internal and external relationships at all managerial/operational levels; Direct contact with external customers and monitoring of various demands (when necessary);
• Management and follow-up of (operational) implementation processes for the new ERP (SAP);
• Management and monitoring of (operational) product implementation processes.

About You

You’re a fit for the role of Customer Success Specialist if your background includes:

• BA/BS Degree in Business Administration, Accounting or equivalent
• 2+ years of experience within or supporting Customer Success or sales teams
• Salesforce experience and knowledge of enterprise SaaS tools
• SAP experience and knowledge preferred
• Strong analytical ability and able to prioritize multiple projects          
• Clear communicator with excellent written, verbal, and listening skills
• Excellent problem solving, project management, interpersonal and organizational skills                                                                                                         
• Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
• Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through and effectively communicate solutions                                   
• Deep data and analytics skills
• Self-motivated and self-learner with the ability to work under minimal supervision
• SaaS and B2B experience preferred
• Experience with agile tools is a plus
• Fluent Spanish and Fluent English Desirable. Portuguese is a differential.                                                                                                                
• Strong communication skills
• Excellent organizational and problem solving skills
• Ambitious, bold, customer driven and results oriented
• Energetic, work with passion
• Discipline, follow policies and rules
• Embrace changes as opportunities
• Agile ways of working / behaviors / ability to challenge the status quo / curiosity
• Behaves in accordance with Thomson Reuters values –partnership, trust, innovation, performance         

To apply, please upload your updated resume in English.

Location: CDMX

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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, 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.

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.