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Account Manager
Thomson Reuters. Manage and grow relationships with existing academic customers, including university libraries, law schools, and law faculties .
About the role
Key responsibilities & impact- Manage and grow relationships with existing academic customers, including university libraries, law schools, and law faculties
- Drive customer onboarding, adoption, engagement, and long-term success for Westlaw, Practical Law, and CoCounsel
- Maximise customer lifetime value, improve renewal rates, and support contract retention
- Serve as a trusted advisor to faculty members, librarians, and administrative staff
- Identify and execute upsell and cross-sell opportunities
- Collaborate with Sales, Marketing, Customer Success, and Proposition teams
- Drive adoption, increase Net Revenue Retention, support package migrations, and strengthen customer partnerships
- Build engagement within university institutions and expand relationships to drive renewals
- Analyze customer usage and trends to drive upsell and cross-sell opportunities
- Conduct price increase negotiations at contract renewal
- Deliver onboarding, user training for faculty and students, and adoption consulting
- Develop and execute plans to promote product adoption and prevent churn
- Plan and run user group meetings and webinars for existing clients
- Implement improvement actions based on NPS results
- Handle client inquiries and manage tasks and progress using Salesforce
Requirements
What you’ll need- 3+ years of hands-on experience in customer success, account management, or post-sales roles
- Dedicated commitment to the legal profession and legal industry
- Willingness to build strong business relationships
- Ability to clearly convey product strengths and customer benefits
- Ability to propose solutions to customer challenges
- Knowledge of generative AI and machine learning
- Sufficient IT literacy to hold conversations about legal technology
- Strong drive to achieve goals
- Ability to balance self-direction with teamwork
- Flexibility in adapting to change
- Fluent Japanese
- Intermediate to advanced English
- Experience using CRM/SFA tools, such as Salesforce
Benefits
Comp & perks- Hybrid Work Model with flexible hybrid working environment
- Flexible work arrangements, including work from anywhere for up to 8 weeks per year
- Flexible vacation
- Two company-wide Mental Health Days off
- Access to the Headspace app
- Retirement savings
- Tuition reimbursement
- Employee incentive programs
- Resources for mental, physical, and financial wellbeing
- Two paid volunteer days off annually
- Opportunities to get involved with pro-bono consulting projects and ESG initiatives
- Career development, continuous learning, and skills development through Grow My Way programming