Customer Success Manager
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1 Vacancy
Job Summary
Customer Success Manager
Are you a proactive and commercially focused Customer Success professional who enjoys building trusted client partnerships and helping customers achieve lasting value We are looking for aCustomer Success Managerto join our team and manage a portfolio of valuedONESOURCEclients across Australia.
In this role you will play an important part in driving client retention satisfaction and growth across key accounts. You will help clients maximise the value ofThomson Reuters ONESOURCEproducts and solutions with a strong focus on successful onboarding renewals product adoption and developing long-term trusted relationships.
This role will be based in Melbourne.
About the Role
In this opportunity as Customer Success Manager; you will:
Own and manage a portfolio of client accounts focusing on renewals retention and price yield.
Build trusted relationships with clients including senior and C-suite stakeholders.
Proactively reduce cancellations through regular engagement value-led conversations and strong renewal messaging.
Develop and execute customer success plans to improve satisfaction retention onboarding and first-year renewal outcomes.
Drive product adoption by creating usage plans identifying training needs and educating clients on product value and differentiation.
Identify cross-sell and upsell opportunities share customer feedback and build strong industry and product knowledge.
Maintain accurate forecasting CRM records territory plans account health updates escalations and issue resolution through the right internal teams.
About You
Youre a fit for the role of Customer Success Manager if you have the following required qualifications:
Minimum 58 years experience in Customer Success Account Management or a similar client-facing role.
Proven track record of retaining and growing a portfolio of accounts.
Strong relationship-building skills including experience engaging with C-level stakeholders.
Excellent account planning organisation and prioritisation skills.
Highly customer-focused with strong commercial awareness.
Outstanding verbal and written communication skills with the ability to explain complex ideas clearly.
Proficient in Salesforce or equivalent CRM platforms with the ability to manage high levels of activity across a large portfolio.
Additional preferred qualifications include:
Previous experience in the Technology SaaS Legal or Tax & Accounting sectors
Familiarity with Thomson Reuters ONESOURCE or similar compliance/legal research platforms
Bachelors degree in business Finance/Accounting Commerce or Law
Understanding of the Australian legal tax or financial services landscape
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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.
We are powered by the talents of 26000 employees across more than 70 countries where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity accuracy fairness and transparency are under attack we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward.
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
About Company
Thomson Reuters CoCounsel is AI technology built by industry experts, backed by authoritative content and equipped with best-in-class security.
