Refinitiv
Customer Success Manager, CoCounsel
Refinitiv, Washington, Illinois, United States, 61571
Customer Success Manager, CoCounsel
Thomson Reuters is looking for a Customer Success Manager to join our Customer Success team, working on the CoCounsel product. In this role you will be working with customers post-sales and assisting with onboarding and trainings. It’s critical for our CSMs to understand Customer Success best practices for driving SaaS software adoption. You will establish and maintain long-term relationships with clients and ensure there is consistent contact and maximum product usage.As the Customer Success Manager, you will:Onboard and train clients on our software, including developing customized training programs to serve specific client needs.Regularly meet and communicate with clients to ensure that their needs are being met and that each client is realizing the full value of our software.Manage client accounts to ensure that customer needs are being met at all times, including offering tailored software solutions to address specific client needs and pain points and working with Engineering teams to achieve their objectives.Provide support to clients by answering questions about product usage and troubleshooting technical issues.Work with our product and engineering teams to ensure that clients’ needs are being met by new product features.Communicate with internal departments, including sales, customer support, and marketing, to ensure that the company is meeting client needs.Develop long-term strategies to improve client satisfaction and increase retention rates.Clearly understand each client's use case and make the appropriate software recommendations.About YouYou have a law degree or formal legal education and/or substantial experience working with law firms and attorneys.Experience working in transactional law preferred, but not required.Ideally, you have worked in legal technology and/or with AI-based software platforms.You have strong presenting and communication skills with experience training and interacting with customers regularly.You are interested in learning about new technology and software – we offer a suite of cutting-edge A.I.-based software products.You are personable, have a positive attitude, enjoy problem-solving, and helping customers.You enjoy working on cross-functional teams and contributing to broader outcomes – particularly ones focused on positive customer experiences.What's in it For You?Wellbeing:
Comprehensive benefit plans; flexible and supportive benefits for work-life balance; flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country.Culture:
Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.Learning & Development:
LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company.Social Impact:
Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.Purpose Driven Work:
We help our customers pursue justice, truth, and transparency.In the United States, Thomson Reuters offers a comprehensive benefits package to our employees, including market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. This job posting will close 10/31/2024.As a global business, we rely on diversity of culture and thought to deliver on our goals. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
#J-18808-Ljbffr
Thomson Reuters is looking for a Customer Success Manager to join our Customer Success team, working on the CoCounsel product. In this role you will be working with customers post-sales and assisting with onboarding and trainings. It’s critical for our CSMs to understand Customer Success best practices for driving SaaS software adoption. You will establish and maintain long-term relationships with clients and ensure there is consistent contact and maximum product usage.As the Customer Success Manager, you will:Onboard and train clients on our software, including developing customized training programs to serve specific client needs.Regularly meet and communicate with clients to ensure that their needs are being met and that each client is realizing the full value of our software.Manage client accounts to ensure that customer needs are being met at all times, including offering tailored software solutions to address specific client needs and pain points and working with Engineering teams to achieve their objectives.Provide support to clients by answering questions about product usage and troubleshooting technical issues.Work with our product and engineering teams to ensure that clients’ needs are being met by new product features.Communicate with internal departments, including sales, customer support, and marketing, to ensure that the company is meeting client needs.Develop long-term strategies to improve client satisfaction and increase retention rates.Clearly understand each client's use case and make the appropriate software recommendations.About YouYou have a law degree or formal legal education and/or substantial experience working with law firms and attorneys.Experience working in transactional law preferred, but not required.Ideally, you have worked in legal technology and/or with AI-based software platforms.You have strong presenting and communication skills with experience training and interacting with customers regularly.You are interested in learning about new technology and software – we offer a suite of cutting-edge A.I.-based software products.You are personable, have a positive attitude, enjoy problem-solving, and helping customers.You enjoy working on cross-functional teams and contributing to broader outcomes – particularly ones focused on positive customer experiences.What's in it For You?Wellbeing:
Comprehensive benefit plans; flexible and supportive benefits for work-life balance; flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country.Culture:
Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.Learning & Development:
LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company.Social Impact:
Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.Purpose Driven Work:
We help our customers pursue justice, truth, and transparency.In the United States, Thomson Reuters offers a comprehensive benefits package to our employees, including market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. This job posting will close 10/31/2024.As a global business, we rely on diversity of culture and thought to deliver on our goals. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
#J-18808-Ljbffr