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Customer Success Manager, GLLF
1 month ago
Customer Success Manager, GLLF (AI focus)
Apply remote type Remote Job: Remote locations CAN-Toronto-19 Duncan Street time type Full time posted on Posted Yesterday time left to apply End Date: April 30, 2025 (30+ days left to apply) job requisition id JREQ185951
The Customer Success Manager, Global Large Law Firms will act as a trusted advisor to customers, focusing on understanding their business needs, developing tailored use cases, and ensuring successful adoption of Thomson Reuters' solutions.
About the Role
- Develop and Drive Use Cases: Collaborate with customers to identify their specific business challenges and design tailored use cases that demonstrate the value of Thomson Reuters' legal products.
- Drive Adoption and Value Realization: Partner with customers to ensure seamless integration of use cases into their workflows, leveraging internal training resources as needed.
- Build and Strengthen Relationships: Engage regularly with customers to understand their goals and provide strategic guidance, acting as their trusted advisor throughout the customer journey.
- Provide Strategic Guidance: Identify opportunities to optimize customer outcomes by recommending best practices and aligning solutions to business objectives.
- Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn and drive satisfaction.
- Advocate for Customer Needs: Serve as the voice of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features.
- Collaborate Across Teams: Partner with Sales, Marketing, and Support teams to align on customer objectives and deliver a seamless experience.
About You
We are seeking a customer-focused professional with a passion for solving complex business challenges and driving customer success.
- Must be fluent in English and French
- You have a law degree, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals. For this role, we are specifically looking for those with experience with large law firms. Additionally, you have experience in Customer Success, Account Management, or a related role, ideally within SaaS or subscription-based business models.
- Use Case Expertise: Proven ability to understand customer-specific use cases and recommend tailored solutions that address their business challenges and objectives.
- Technical Acumen: Familiarity with legal technology or AI-driven platforms, with a willingness to stay ahead of advancements in legal tech.
- Relationship Building: Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic advisor to customers.
- Customer-Centric Mindset: A proactive, personable approach to problem-solving, with a focus on delivering measurable outcomes and ensuring customer satisfaction.
- Collaboration: Experience working cross-functionally with Sales, Product, Marketing, and Support teams to achieve mutual goals and enhance the customer journey.
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 café 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 help our 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.
Do you want to be part of a team helping re-invent the way knowledge professionals work? 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. 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.
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