Manager - CSM & CE-Govt. Legal Tech

Thomson Reuters
life insurance, parental leave, paid time off, paid holidays, tuition reimbursement, 401(k)

2900 Ames Crossing Road (Show on map)
Nov 06, 2024
We are seeking a dynamic and experienced Manager of Customer Success Team and Client Managers to lead our government customer success initiatives and drive client satisfaction. This role involves managing a team of Legal Tech Customer Success professionals and HighQ Client Executives to ensure our clients achieve their desired outcomes and have a positive experience with our company. This role is critical in that this manager is responsible for the performance of the team while also creating the processes and procedures in this emerging space. This manager will articulate a vision for Customer Success in the Government channel and will bring that vision to life. This manager will have excellent customer success instincts, a passion for customer success process and a proven track record of success. The ideal candidate is one who is gets up every morning excited to find solutions to that day's problems and takes pride in developing a high performing program and team. Apply today and join this high-paced environment, working with a team that has an entrepreneurial spirit and where all are dedicated to moving the business forward to better serve our government clients. About the Role: In this opportunity you will: Leadership and Management: Lead, mentor, and develop a high-performing team of customer success and client managers. Set clear objectives and performance goals for the team, ensuring alignment with company objectives. Foster a positive and collaborative team environment. Customer Success Strategy: Develop and implement strategies to enhance customer satisfaction, retention, and growth. Analyze customer feedback and data to identify trends and areas for improvement. Work closely with sales, product, and support teams to ensure a seamless customer journey. Client Relationship Management: Continue to build on the existing HighQ growth and retention program to minimize attrition, spot opportunities proactively, and build strong relationships with key clients and acting as a trusted advisor. Oversee the onboarding process for new clients, ensuring a smooth transition and understands change management principles. Address and resolve any client issues or concerns promptly and effectively. Performance Monitoring and Reporting: Track and report on key performance indicators (KPIs) related to customer success and client satisfaction. Provide regular updates to senior management on team performance and client feedback. Continuous Improvement: Identify opportunities for process improvements and implement best practices. Stay informed about industry trends and emerging customer success strategies. About You: You're a fit for the role, if you have: Preferred multiple years of relevant industry experience Bachelor degree required; JD preferred Experience in managing a professional team Experience working with government customers preferred In-depth experience in customer journey #LI-TK1 What's in it For You? You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through: 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, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing. 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; Ten Thousand Coffees Thomson Reuters cafe networking. 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 have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet 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. In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The target total cash compensation range for the role in any of those locations is $155,400 - $288,600. The target total cash compensation range in other locations may vary. This is inclusive of both base pay and any target sales incentive. Pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This job posting will close . 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 26,000 employees across more than 70 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. Protect yourself from fraudulent job postings click here to know more. More information about Thomson Reuters can be found on https://thomsonreuters.com.