Manager, Customer Success

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! As a Customer Success Manager, you will lead team and drive performance to achieve Thomson Reuters' strategic objectives and retention goals. Develop, coach and support Legal Customer Success Team Members to increase retention, growth, and customer satisfaction in the assigned accounts. 

About the role

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

• Provide strategic and operational leadership to all types of field sales roles to aggressively meet sales, revenue, retention and organizational objectives. 
• Leads creation and execution of strategy to maximize current and future growth of products and solutions. 
• Designs and develops strategies to increase market share, and grow short and long term business through management of the segment. 
• May also be responsible for leading other people managers, depending on job band.
• Manage team to drive adoption and retention activities in Legal accounts within assigned area.
• Develop the team to demonstrate competency across the Legal segment products and services
• Actively drive good working relationships with sales and sales management, professional services, customer support, product management, and finance team members
• Coach team on identifying up-sell and cross-sell opportunities
• Meet or exceed designated goals to achieve sales and retention targets
• Partner with Client Management Leadership to build and implement a set of common processes associated with account related activities with a true focus on customer success including monitoring health of account, driving usage, building training and on boarding plans and facilitating AR/Collections
• Ensure customers are leveraging products and services, achieving success, and engaging fee-based resources as necessary
• Establish solid, long-term customer relationships and cultivate new business opportunities by diagnosing needs, presenting solutions and addressing customer concerns
• Prioritize and drive resolution on key customer escalation issues
• Ability to engage across corporate functions (Customer Support, Commercial Excellence, AR/Collections, Product Management)
• Leverage SF.com to keep all client information updated, manage team pipeline and forecast accurately

About You:

You're a fit for the role if you have:

• Bachelor’s degree
• 8+ years of professional experience, with a minimum of 3 years of experience in client management.
• Experience in driving retention and upselling is a must.
• Fluent English is a must.
• Experience in managing a professional team. (software and content areas would be preferred)
• Skilled at conflict resolution and problem-solving to achieve win-win outcomes.
• An outside-in focus: outstanding end-customer relationship skills
• In-depth experience in customer journey

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.