Customer Success Manager

Customer Success Manager

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 Manager is responsible for bringing best practices, innovations, and capabilities to a portfolio of customers.

About the Role

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

• Develop a trusted advisor relationship with customer key stakeholders and Executive sponsors such that all Tax Accounting activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Thomson Reuters solutions to be realized
• Leverage comprehensive understanding of Thomson Reuters products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customer’s business needs
• Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Thomson Reuters internal operations.
• Drive maximum adoption of Thomson Reuters solution and identify/drive product expansion opportunities via high value relationship with the client
• Navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed
• Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/renews contract
• Identify product expansion/up sell opportunities working with larger clients
• Review customer’s current usage to determine if challenges are the result of functionality gaps, implementation/customization gaps or training gaps
• Be able to communicate findings with appropriate teams (i.e. Product Management, Product Development, Support Technical, Account Management and Professional Services)
• ØWork is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization
• Working knowledge of the software development process and of software design methodologies (coding experience is not required)
• Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary
• Identify and grow Professional Services / Training and License opportunities within the Customer Install Base
• Collaboration with the sales teams to ensure growth attainment is a must
• Identify and assess renewal risks within the customer base
• Travel to Customer Locations is required, position may require up to 50% travel

About You
You’re a fit for the role if your background includes

• BA/BS Degree in Computer Science, Finance or Accounting (or equivalent)
• 3 to 5 years of professional experience years working with or consulting around ERP Systems ideally with Tax Accounting or Foreign Trade Solutions.
• Ability to prioritize, multi-task, and perform effectively under pressure
• Strong knowledge of Software companies business processes and best practices
• Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business requirements to technical features and crafting solution that combine a mix of training, product, and recommended process changes
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization (internally and customer facing)
• Leading contributor individually and as a team member, providing direction and mentoring to others
• Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
• Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience
• Diverse industry and accounting experience is required, with specific expertise in Revenue Recognition, subscription services and various methods of professional services billing
• Understanding of various technical architectures and operating systems
• Industry experience is desired
• Fluent Spanish and Fluent English. Portuguese is a differential.

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Skills, mindsets, and behaviors

• Strong communication, leadership, and coaching skills

• Excellent leadership, 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

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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>.