Associate Customer Success Executive

1 week ago


Hyderabad, Telangana, India Thomson Reuters Full time
Leads renewal and simple upsell sales motions for existing accounts, driving retention during the renewal window.

  • Drives renewal, achieves retention targets and simple upsell opportunities within the contract renewal window
  • Helps customers realize value
  • Covers lower complexity deals which cannot be delivered digitally
  • Handle escalations from Digital Chat Assist (DCA) related to renewals
  • Coverage is through virtual channels, with no travel

Responsibilities-**What are the primary responsibilities and accountabilities of this role?

  • Closes renewals and simple upsell opportunities for assigned accounts and/ or geography
  • Support lowtouch customers with endtoend renewal motion (supported by digital tools, autorenewal and selfserve options)
  • Manage highrisk lowtouch accounts to reduce likelihood of churn and, ideally, drive growth
  • Generate qualified leads for crosssell / complex upsell to be handed off to Sales Executives
  • Identifies the best virtual channel for engagement with customers
  • Supports in developing and executing account and / or territory growth strategies
  • Possesses core knowledge across products within the subsegment and engages Product and/ or Sales Specialists where deep product expertise is required to drive to close
  • Understands specific customer archetypes and needs which are most prevalent within the subsegment and account and/ or territory
  • Handles all escalations from Digital chat Assists
  • Uses an automated and insightdriven Salesforce workflow to progress deals. Enters and maintains clean customer information in Gainsight (if deployed within subsegment) for respective book of customers.
  • KPIs includeNurturing opportunities and moving more renewals outside the 'digital first' selling scenarios
  • Revenue $ and growth
  • Renewal / retention rate (%)
  • Customer Satisfaction / Net Promoter Score
  • Qualified leads passed to sales (#)
  • Product usage %

Scope and Impact-**Size, nature and complexity of work. Budgetary accountability. Degree of influence.

  • May lead and be accountable for straightforward projects and associated teams.
  • Provides input to the objectives and goals of the department.
  • Responsible for managing own time and responsibilities.
  • Participates in complex projects that affect a Business Unit or regional area.
  • May train or mentor colleagues.

Knowledge & Skill-**- Junior-level professional with knowledge in a technical discipline or specialization.

  • Position for a developing professional building experience in their specialist function.
  • Good understanding of roles of relevant functional groups in own area.
  • Suggests process improvement following investigative, analytic or diagnostic services.

Relationships:
Internal / External
-**What are the important relationships that strongly influence success? How critical is the customer

relationship?

Primarily external clients.

Certifications / Education-**Describe any licenses, certifications or educational experiences that are either required or helpful

in performing the role. Designate when required.

  • Degreelevel education or Bachelor's degree equivalent
  • Potentially new graduate (Bachelor's degree equivalent) who is eager to learn with interest / background in accounting, law, or technology
years experience in Customer Success, Customer Service / Support, and / or SaaS implementation

Professional Experience, Strategic Planning & Decision Making
Highlight 3-4 key points.

  • Sets priorities to meet deadlines; develops plans to meet shortterm objectives.
  • Applies a wide range of policies or standards in straightforward situations.
  • Identifies and resolves standard technical and operational problems.
  • Decisions involve interpretation of data, planning own work, or refining the methods and techniques to be used

Behavioral Competencies-**What are the critical competencies that a successful incumbent would possess?

  • Strong, clear communications skills—both written and verbal
  • Building Relationships
  • Closing Skills
  • Dealing with Challenges
  • Influence & Persuade
  • Negotiation
  • Strong interpersonal skills, sociability, and extroversion
  • Collaborative, solutionoriented problemsolver


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 ever

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