Associate Customer Success Executive

Are you looking for a dynamic role that involves closing renewals, identifying growth opportunities, and engaging with customers across virtual channels? As an Associate Customer Success Executive, you’ll play a pivotal role in driving satisfaction and revenue growth.

Shift Timing - 2:00 PM - 11:00 PM Hybrid Work Model: Work from Office Twice a week

About the Role:

In this role as an Associate Customer Success Executive, you will be involved in:

• Closes renewals and simple upsell opportunities for assigned accounts and/ or geography

• Support low-touch customers with end-to-end renewal motion (supported by digital tools, autorenewal and self-serve options)

• Manage high-risk low-touch accounts to reduce likelihood of churn and, ideally, drive growth

• Generate qualified leads for cross-sell / complex upsell to be handed off to Sales Executives

• Identifies the best virtual channel for engagement with customers

• Supports in developing and executing account and / or territory growth strategies

• Possesses core knowledge across products within the subsegment and engages Product and/ or Sales Specialists where deep product expertise is required to drive to close

• Understands specific customer archetypes and needs which are most prevalent within the subsegment and account and/ or territory

• Handles all escalations from Digital chat Assists

• Uses an automated and insight-driven Salesforce workflow to progress deals. Enters and maintains clean customer information in Gainsight (if deployed within subsegment) for respective book of customers.

• Utilizes tools like trigger-based, auto-renewals engine, 24x7 phone support w/ 4 hour response, digital marketing campaigns, email & web support to improve productivity

• KPIs include-Nurturing opportunities and moving more renewals outside the ‘digital first’ selling scenarios

Revenue $ and growth

• Renewal / retention rate (%)
• Customer Satisfaction / Net Promoter Score
• Qualified leads passed to sales (#)
• Product usage %

Scope and Impact-

• May lead and be accountable for straight-forward projects and associated teams.

• Provides input to the objectives and goals of the department.

• Responsible for managing own time and responsibilities.

• Participates in complex projects that affect a Business Unit or regional area.

• May train or mentor colleagues.

About You:

4-8 years' experience in Customer Success, Customer Service / Support, and / or SaaS implementation.

You are a fit for the role of Associate Customer Success Executive role, if your background includes:

Strategic Planning & Decision Making

• Sets priorities to meet deadlines; develops plans to meet short-term objectives.
• Applies a wide range of policies or standards in straightforward situations.
• 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

Level of knowledge and application of skills:

• Junior-level professional with knowledge in a technical discipline or specialization.

• Position for a developing professional building experience in their specialist function.

• Good understanding of roles of relevant functional groups in own area.

• Suggests process improvement following investigative, analytic or diagnostic services.

Relationships: Internal / External-

Relations focused upon the below question:

• What are the important relationships that strongly influence success? How critical is the customer relationship?

• Primarily external clients.

Certifications / Education-

• Degree-level education or bachelor’s degree equivalent

Behavioral Competencies-

• Strong, clear communications skills—both written and verbal
• Building Relationships
• Closing Skills
• Dealing with Challenges
• Influence & Persuade
• Negotiation
• Strong interpersonal skills, sociability, and extroversion
• Collaborative, solution-oriented problem-solver

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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, 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.

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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