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Customer Success Manager – Global Trade
Thomson Reuters. Partner with customers to define success and deliver educational activities throughout their lifecycle .
Tech Stack
Tools & technologiesCloudERP
About the role
Key responsibilities & impact- Partner with customers to define success and deliver educational activities throughout their lifecycle
- Track progress toward customer business outcomes
- Develop and share best practices and Customer Success Plans
- Collaborate with Sales, Professional Services, and other internal teams
- Monitor customer health using usage data and escalate critical concerns
- Use customer insights to drive strategic adjustments
- Identify and activate commercial growth opportunities
- Recommend improvements based on customer maturity and work with the commercial team
- Drive customer retention and growth through tailored engagement and collaboration
- Use Gainsight and Salesforce to manage client information, pipeline, and financial forecasts
- Build and present business plans
- Report on market and competitor activities
- Represent Customer Success in cross-functional meetings
- Manage a book of business for Concierge and/or Advisory customers
- Develop customers’ knowledge of their product suite
- Manage multiple projects to remove obstacles affecting customer growth and retention
Requirements
What you’ll need- 8+ years of professional experience, with a minimum of 3 years’ experience in customer success
- 4-year college degree required
- Master’s degree or equivalent preferred
- Experience in Global Trade
- Strong business acumen and communication skills
- Ability to manage a customer journey, conflict resolution, and problem-solving
- Experience working in and around cloud software solutions and cloud delivery models
- Salesforce user experience preferred
- Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications preferred
Benefits
Comp & perks- Flex My Way supportive workplace policies
- Flexible work arrangements, including work from anywhere for up to 8 weeks per year
- Continuous learning and skill development through Grow My Way programming
- Flexible vacation
- Two company-wide Mental Health Days off
- Headspace app access
- Retirement savings
- Tuition reimbursement
- Employee incentive programs
- Mental, physical, and financial wellbeing resources
- Inclusion and belonging programs
- Two paid volunteer days off annually
- Pro-bono consulting projects
- Environmental, Social, and Governance (ESG) initiatives
- Health, dental, vision, disability, and life insurance programs
- 401k plan with company match
- Competitive vacation, sick and safe paid time off
- Paid holidays, including two company mental health days off
- Parental leave
- Sabbatical leave
- Optional hospital, accident and sickness insurance paid 100% by the employee
- Optional life and AD&D insurance paid 100% by the employee
- Flexible Spending and Health Savings Accounts
- Fitness reimbursement
- Employee Assistance Program
- Group Legal Identity Theft Protection benefit paid 100% by employee
- 529 Plan access
- Commuter benefits
- Adoption & Surrogacy Assistance
- Employee Stock Purchase Plan access