Job Information
Thomson Reuters Holdings Inc Customer Success Manager, CoCounsel in Ann Arbor, Michigan
About the Role
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 supporting, 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 clients use case and make the appropriate software recommendations
About You
You have a law degree or formal legal education and/or substantial experience working with law firms and attorneys
You have a deep understanding of Customer Success best practices
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
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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