Senior Business Analyst, Customer Success
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Job Location:
Monthly Salary:
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
Join Thomson Reuters to lead a crossfunctional Customer Success program focused on improving Net Revenue Retention (NRR) across our businesses. Youll partner with General Managers and leaders in Data Science Data Engineering and GotoMarket systems to translate strategy into measurable outcomesand youll use AI as a working companion to move faster and smarter.
About the role
In this role as a Senior Business Analyst Customer Success you will:
Own the endtoend Customer Success program to improve NRR with clear quarterly targets operating rhythms and dashboards.
Partner with General Managers to identify revenue retention levers (adoption expansion renewal risk) and convert business needs into scoped testable functional requirements for Data Science Data Engineering and GTM systems.
Drive crossfunctional execution across product marketing sales CS finance and analytics; remove blockers and keep teams aligned on outcomes.
Establish program governance: OKRs milestone plans RAID logs risk mitigation and executive readouts.
Build AIenabled workflows (prompt libraries copilots automation) to accelerate analysis requirements documentation and stakeholder communications.
Hold team members and partners accountable through crisp commitments stage gates and datadriven scorecards.
Translate insights into action: run pilots A/B tests and postmortems; standardize wins for scale.
Communicate program status learnings and business impact to executives and frontline teams with clarity and brevity.
Work Mode: Hybrid
Shift Timing: 2 pm IST to 11 pm IST
About you
Youre a fit for the role of Senior Business Analyst Customer Success if your background includes:
6 years of program management experience in B2B SaaS or information/technology businesses including direct work with Customer Success Sales Product or GM/BU leadership.
Proven track record improving NRR or adjacent metrics (gross retention expansion churn adoption) through crossfunctional programs.
Exceptional requirements skills: ability to elicit business needs and translate them into functional requirements and user stories for data science models data engineering pipelines and GTM systems (e.g. Salesforce Gainsight outreach/enablement tools).
Strong understanding of data science and data engineering processes (model lifecycle data quality instrumentation experimentation) and how to operationalize them with CS/GTM teams.
High accountability and execution rigor; experienced in setting OKRs managing dependencies and driving ontime delivery across multiple teams.
Extremely comfortable using AI daily to boost productivity (analysis writing summarization planning automation); handson with common copilots LLMs and analytics/BI.
Excellent communication and stakeholder management skillsfrom execlevel narratives to crisp working docs.
BA/BS required MBA or technical degree a plus.
#LI-GS2
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:
Senior IC
Key Skills
- SQL
- Agile
- Business Analysis
- Visio
- Waterfall
- Business Process Modeling
- Requirements Gathering
- Business requirements
- JD Edwards
- SDLC
- Systems Analysis
- Data Analysis Skills
About Company
Document Intelligence from Thomson Reuters makes analyzing contracts and documents easy by leveraging the power of A.I. and the expertise of Practical Law.
