Customer Success Executive, Global Accounts

Customer Success Executive The Customer Success Executive (CSE) for Corporate Segment- Global Accounts will be responsible for Global Firm customers within our business. The CSE is primarily focused on leading the renewal of Legal solutions including Westlaw, WestlawNext, OneSource, Checkpoint and Tax Solutions for existing G7 firms during renewal window. The CSE leads renewal and upsell sales motions for top existing accounts, driving retention during the renewal window and handles more complex deals. This role is assigned a book of business and will be responsible for the development of customers’ knowledge on their suite of offerings. The CSE will manage these customers to drive performance towards Thomson Reuters' strategic objectives and retention goals. This will require the management of multiple projects and strong business acumen to remove obstacles interfering with growth and retention of customers. Location: Remote based position, person needs to be based in US. About the Role: In this opportunity as a Customer Success Executive you will: Understand “what success looks like” for our customers and partner with them to define their business outcomes. Deliver educational activities across the customer lifecycle including onboarding, adoption, and long-term commitment and track against targets over time Drive best practices that are developed with your customer-base that can be shared with other members of the team. Includes but not limited to, developing commercial growth strategies, defining how best to collaborate with internal partners such as Sales and Professional Services, and identifying long-term Customer Success Plans that are best in class for others to learn from Tracking customer health – Identify, track, and escalate components of our customer health; raise critical customer concerns internally and mobilize resources to resolve issues. Monitor usage data, health gauges and growth opportunities to build useful insights and strategically adjust when needed Growing value – Assess the maturity of deployed offerings and functionality to make recommendations for improvement. Work closely with the commercial team to activate those opportunities Ensure customers derive maximum value from their investment and collaborate with other Thomson Reuters partner teams that result in retention, growth, and education, tailored to their workflow Leverage technology tools (e.g., Gainsight and Salesforce) to keep all client information updated, manage team pipeline, and forecast financial projections accurately Lead business plan presentations of your book of business which account for planning, preparation, and execution of how to maximize efficiency, retention, and growth within your customer base Key Deliverables Develop relationships and optimize Global Firm customer accounts Delivery of target financial and customer experience objectives for the Corporates segment (e.g., client renewal rate and value growth through increased customer adoption) Forecast monthly renewal and growth targets Reporting on market and competitor activities Represent the Customer Success team through presentations across internal meetings with other company functions necessary to perform duties and aid business development Ensure key metrics are tracked such as active users, user logon, usage metrics and overall retention rates Liaise between the customer and Thomson Reuters teams such as, customer support, professional services, technology, and product management teams, as needed About You: You're a fit for the role of Customer Success Executive if you have: Bachelor’s degree required, master’s degree or equivalent preferred 5 years of professional experience, with a minimum of 3 years’ experience in client management within B2B SaaS (or comparable environment) Strong operational discipline, including forecasting, inspection cadence, and system hygiene. Experience in Gainsight and Salesforce Experience working in and aro ... (truncated, view full listing at source)