Customer Success Manager

Are you passionate about the chance to bring your experience to a world-class company that is market- leading for both content and technology Do you have previous experience in Travel & Expense roles If yes we are looking for you.

The Customer Success Manager is responsible for bringing best practices innovations and capabilities to a portfolio of customers. Provide technical leadership coupled with a deep understanding of each customers implementation this person will be tasked with driving greater adoption business value and satisfaction within the customer base. Develop relationships with portfolio of assigned customers connecting with key business executives and IT stakeholders developing an understanding of their business requirements and goals and how they are using Thomson Reuters solutions. Leveraging customer knowledge and corporates products expertise to implement best practices strategy to ensure customers maximize value from their investment in our solutions.

Impact

Impact of retention growth renewals and sales customer relationship customer experience/satisfaction and NPS across Corporates clients

About the Role
In this opportunity as a Customer Success Manager you will:

• Develop a trusted advisor relationship with key stakeholders and Executive sponsors such that all Tax Accounting activities are closely aligned with the customers business case and business strategy allowing the full potential of their Thomson Reuters solutions to be realized
• Leverage comprehensive understanding of Thomson Reuters products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers business needs
• Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Thomson Reuters internal operations
• Drive maximum adoption of Thomson Reuters solution and identify/drive product expansion opportunities via high value relationship with the client
• Navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems escalating for assistance if needed
• Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/renews contract
• Identify product expansion/up sell opportunities working with larger clients
• Review customers current usage to determine if challenges are the result of functionality gaps implementation/customization gaps or training gaps
• Be able to communicate findings with appropriate teams (i.e. Product Management Product Development Support Technical Account Management and Professional Services)
• Work is non-routine and very complex involving the application of advanced technical/business skills in area of specialization
• Working knowledge of the software development process and of software design methodologies (coding experience is not required)
• Work with the customers to ensure they are leveraging the solution and achieving success and engaging in fee-based resources as necessary
• Identify and grow Professional Services / Training and License opportunities within the Customer Install Base
• Collaboration with the sales teams to ensure growth attainment is a must
• Identify and assess renewal risks within the customer base

About You
Youre a fit for the role if your background includes:

• Advanced English proficiency is required both written and oral. Candidates will be tested before setting up an interview
• BA/BS Degree in Computer Science Finance or Accounting (or equivalent)
• 3 to 5 years of professional experience years working with or consulting around ERP Systems ideally with Tax Accounting or Foreign Trade Solutions
• Ability to prioritize multi-task and perform effectively under pressure
• Strong knowledge of Software companies business processes and best practices
• Aptitude both for analyzing technical concepts and translating them into business terms and for mapping business requirements to technical features and crafting solution that combine a mix of training product and recommended process changes
• Demonstrated ability to communicate present and influence credibly and effectively at all levels of the organization (internally and customer facing)
• Leading contributor individually and as a team member providing direction and mentoring to others
• Familiarity with the database application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices database concepts and SQL multi-tenancy)
• Demonstrated experience in package systems implementation (CRM ERP Consulting experiences) or client facing relationship experience
• Diverse industry and accounting experience is required with specific expertise in Revenue Recognition subscription services and various methods of professional services billing
• Understanding of various technical architectures and operating systems
• Industry experience is desired

Skills mindsets and behaviors:

• Strong communication leadership and coaching skills
• Excellent leadership organizational and problem-solving skills
• Ambitious bold customer driven and results oriented
• Energetic work with passion
• Discipline follow policies and rules
• Embrace changes as opportunities
• Agile ways of working / behaviors / ability to challenge the status quo / curiosity
• Behaves in accordance with Thomson Reuters values partnership trust innovation performance

To apply please upload your updated resume in English. Failure to comply with this will result in dismissal from the process

Location: CDMX

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Whats in it For You

• Hybrid Work Model: Weve 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.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities whether caring for family giving back to the community or finding time to refresh and reset. This builds upon our flexible work arrangements including work from anywhere for up to 8 weeks per year empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development we prepare our talent to tackle tomorrows challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow lead and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation two company-wide Mental Health Days off access to the Headspace app retirement savings tuition reimbursement employee incentive programs and resources for mental physical and financial wellbeing.

• Culture: Globally recognized award-winning reputation for inclusion and belonging flexibility work-life balance and more. We live by our values: Obsess over our Customers Compete to Win Challenge (Y)our Thinking Act Fast / Learn Fast and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental Social and Governance (ESG) initiatives.

• Making a Real-World Impact:We are one of the few companies globally 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.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal tax accounting compliance government and media. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.

As a global business we rely on the unique backgrounds perspectives and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.

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