Client Success Manager, HighQ

Job Description

Client Success Manager – Legal Software

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? We’re looking for a Client Success Manager , to join our growing European sales team.

Thomson Reuters are recruiting a Client Success Manager for our Legal Software suite of solutions in our London office, with a focus on the Thomson Reuters HighQ platform.

Working with our European Client base you will have a key role in the adoption and expansion opportunities and plans for the Thomson Reuters HighQ platform. You will help drive retention via consultancy, workshops, training or related activities. You will also solve problems and ensure client satisfaction and the successful and optimum utilisation of Thomson’s Reuters Software solutions. Over time, these activities will drive increased usage and renewals revenue.

About the Role

As a Client Success Manager at Thomson Reuters , you will:

• Collaborate with your peers in Customer Success, Sales, Product, Support, and throughout Thomson Reuters.
• Develop and execute strategies to help customers to optimise the client experience with HighQ and/or Contract Express and maximise revenues: these could be strategic account reviews, sessions on specific features or best practices or critical metric discussions
• Answering customer questions, addressing issues and assistance building solutions for Client needs
• Effective, timely and accurate client communications (oral and written), establishing and reviewing key performance indicators, and active positive engagement
• Support annuity revenues by working closely with the account managers during the renewal cycle
• Initiating and participating in account planning sessions with both internal teams and client's key stakeholders
• On-going identification, creation and development of professional services opportunities within client projects
• Sharing customer feedback across our organization to improve the HighQ Platform.

About You:

To be our Client Success Manager , you will likely have/be:

• Significant experience navigating through complex organisations and effectively communicate and establish credibility and rapport with multiple levels of a client's organization (staff, general counsel, C-Suite)
• Highly experienced at working within complex Software Solutions challenges in a recurring revenue model
• A legal work background, either as a lawyer or in legal operations, client support role, legal project manager or similar.
• Accustomed to working with Client Managers and Sales teams executing the full sales cycle
• Accurate and diligent Success Manager able to work alone and take the initiative
• Able to conduct Workshops and business reviews whilst supporting the Client Management team with Client challenges.
• Compassion and an outstanding ability to understand customer needs
• Consultative and problem-solving skills; experience managing multiple projects; client service and solution-oriented approach.
• A passion for technology with proven technical aptitude; experience at a technology company or relevant consultancy is ideal
• Experience of working with Legal software products is highly advantageous

What’s in it For You

At Thomson Reuters, our people are our greatest assets. Here are some of the benefits we offer for your personal and professional growth:

• You will have the opportunity to work for a company that has a market dominant position for both content and technology and is passionate about giving back to the community
• You will be joining a growing sales team that has the commitment of the company to prioritize organic growth and has made investments to expand the sales team capability
• You will be part of one of the key strategic objectives of the organisation
• Base salary and a variable compensation that is directly related to your success
• Extraordinary benefits package

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. 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.

Accessibility

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 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/Affirmative Action 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 about Thomson Reuters can be found on thomsonreuters.com .