Job Listing
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| Job ID: 14004649 |
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| Job Location: |
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| How to Apply: | To see employer contact information, log in or register. |
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| Job Title: | Manager, CoCounsel Customer Success |
| Work Type: | Work Days: Work Vary: Yes , Shift: Other, Hours Per Week: 40, Work Type: Regular |
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| Salary Offered: | Unspecified |
| Benefits: | 401(k) or other retirement, Dental Insurance, Health Insurance, Holidays, Sick Leave or PTO, Vacation or PTO, Vision Plan |
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| Physical Required: | Unspecified |
| Drug Testing Required: | Unspecified |
| Education Required: | High School Diploma/GED |
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| Experience Required: | Unspecified |
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| Required Skills: | Please see the job description for information about required job skills. |
| Preferred Skills: |
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| Job Description: |
Manager, CoCounsel Customer Success
About the Role
The Manager, CoCounsel Customer Success will lead the team of Customer Success professionals who are tasked with onboarding, training, and managing the accounts of our largest CoCounsel customers in Legal Professionals. This role will lead the team by developing and implementing strategies to drive product adoption and maximize usage and provide guidance to the customer success professionals who are responsible for the day-to-day management of these accounts to ensure that customer needs are being met at all times. The Manager, CoCounsel Customer Success will work with their team members and other customer success professionals in Legal Professionals segment, as well as members of our sales teams, to develop strategic account plans for largest CoCounsel costumes and to ensure high retention rates.
As the Manager, CoCounsel Customer Success, you will:
Lead a Customer Success team accountable for nurturing and growing existing Book of Business and client relationships
Support globally aligned and coordinated customer engagement and support
Relentlessly drive for high customer satisfaction and engagement improvements
Apply a broad perspective to identify solutions to complex problems
Drive change, innovation and accountability by executing on goals and initiatives
Develop, plan and set priorities in alignment with leadership and Global Key Account Director team to support overall business strategy
Develop customer success strategies to drive and exceed retention targets and year-over-year revenue growth through retention of existing customers and creating customer alignment that supports investment and growth with Thomson Reuters
Accurate forecasting, and customer evaluations; consistent achievement of renewal & sales targets / update of all salesforce / reporting on market and competitor activities
Partner with sales leadership to ensure alignment with retention and sales objectives as well as departmental ownership of talent development
Monitor performance through call monitoring, personal interaction, activity review and other measures to ensure customers are receiving prompt, courteous and efficient service
Collaborate and partner with sales support channels; Marketing, Field Sales, Finance, Human Resources etc; to enable maximum opportunity to successfully attain goals.
Proactively identify and respond to issues in the department that affect teamwork and goal attainment
Provide innovative and creative solutions, in addition to leveraging peers, in the resolution process
About You
J.D. is strongly preferred
3+ years management experience
2+ years experience working with AI or other SaaS software
Deep understanding of our customers, applies knowledge of business and market dynamics to provide value-add solutions and services
Ability to understand when and where to make adjustments to business operations in order to meet objectives
Ability to understand when and where to make adjustments to business operations in order to meet objectives
In-depth business and industry knowledge
Excellent demonstrated ability to engage, communicate, and create meaningful relationships at key stakeholder and C-Level
Demonstrates strong people leadership skills
Strong B2B business development skills, including demonstrable experience in sales/up-sell, retention and solutions development
Highly skilled in providing effective coaching, leadership and performance management around implementing business plans, account plans, customer experience, driving awareness and adoption of our products, understanding our customer's needs and challenges, learning and positioning new products and developing impactful sales presentation, negotiation skills and business acumen.
Strong appreciation and understanding of the fundamentals of how law firms operate and are profitable
Strong understanding and experience with Solution Selling/Consultative Sales
Proven record of successful sales performance a plus
Exceptional verbal communication and relationship building skills
Excellent organizational skills
Ability to interact effectively with a professional client base and convey a professional demeanor during all customer exchanges
Ability to adapt to change
Proficient with office applications such as MS Office
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 cafe 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.
#LI-DM
In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: 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; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock... For full info follow application link.
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 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
Refer to ID 78828859 when applying |
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