Manager, Customer Success Management

Taguig - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Manager Customer Success Management - AEM

About the Role:

Responsibility for providing leadership and team management for the CSM team supporting low-mid market customers across the AEM region
Manage the delivery of the customer service experience drive customer retention identify growth potential and enhance Thomson Reuters brand values

Accountabilities:

Develop a high-performance team of Customer Success Managers supporting low-mid market customers
Drive targeted retention and growth targets for designated customers across a range of content-based products
Stay up to date with product launches and enhancements to ensure CSMs maintain a high degree of product knowledge
Provide Customer feedback on products and service delivery
Act as a strong advocate for customers engaging with our products and services
Work closely with other functional areas of the business including Sales Onboarding Commercial Excellence Training and Marketing teams.
Recruit develop and evaluate personnel to ensure the efficient operation of the team.
Act as a liaison between customers operations sales field service and order processing to resolve status production delivery and billing inquiries.
Expedite service and repairs and manage escalation complaints.
Recommends changes to policies and establishes procedures that affect immediate organization.
Identifies areas of improvement and efficiency productivity and accuracy.
Leadership of the CSM team members creating and driving a high performing culture

About You:

Key Deliverables

Create a work environment that produces a highly motivated and agile team that can drive the success of our content business

Ensure the Customer Success Team:

Achieve retention targets in line with plan
Achieve customer activity benchmarks to drive a high level of customer satisfaction
Work closely with customer to understand their use cases and identify Upsell and Cross sell opportunities then work with sales team to generate new sales in line with plan

Skills and Experience

Qualifications and Experience

Law or Business Degree
Previous experience in a customer success role or equivalent
Previous people management experience desirable
Excellent understanding of Legal Tax and Corporate market segments

Skills

Change Management
Persuasion
Communication
Strategic Insights
People Management

#LI-CS3

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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More information about Thomson Reuters can be found on .

Required Experience:

Manager

Manager Customer Success Management - AEMAbout the Role:Responsibility for providing leadership and team management for the CSM team supporting low-mid market customers across the AEM regionManage the delivery of the customer service experience drive customer retention identify growth potential and ...