Customer Success Specialist: Revenue Growth and Account Management

1 month ago


Hyderabad, Telangana, India Thomson Reuters Full time
About the Role:
As a Customer Success Specialist at Thomson Reuters, you will be responsible for driving revenue growth and account management. In this role, you will work closely with customers to understand their needs and provide solutions that meet their objectives.

Key Responsibilities:
• Close renewals and simple upsell opportunities for assigned accounts and/or geography
• Support low-touch customers with end-to-end renewal motion (supported by digital tools, autorenewal, and self-serve options)
• Manage high-risk low-touch accounts to reduce likelihood of churn and ideally drive growth
• Generate qualified leads for cross-sell/complex upsell to be handed off to Sales Executives
• Identify the best virtual channel for engagement with customers
• Support in developing and executing account and/or territory growth strategies
• Possess core knowledge across products within the subsegment and engage Product and/or Sales Specialists where deep product expertise is required to drive to close
• Understand specific customer archetypes and needs which are most prevalent within the subsegment and account and/or territory
• Handle all escalations from Digital chat Assists
• Utilize tools like trigger-based auto-renewals engine, 24x7 phone support w/4 hour response, digital marketing campaigns, email & web support to improve productivity

KPIs:
• Nurturing opportunities and moving more renewals outside the 'digital first' selling scenarios
• Renewal/retention rate (%)
• Customer Satisfaction/Net Promoter Score
• Qualified leads passed to sales (#)
• Product usage %

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

About You:
We are looking for a motivated and experienced professional with 4-8 years' experience in Customer Success, Customer Service/Support, and/or SaaS implementation. You should have a strong understanding of strategic planning and decision-making, as well as excellent communication and interpersonal skills. A degree-level education or bachelor's degree equivalent is preferred.

What's in it For You?
As a Customer Success Specialist at Thomson Reuters, you will have the opportunity to work with a diverse range of clients and develop your skills in a fast-paced and dynamic environment. You will also have access to comprehensive benefit plans, flexible work arrangements, and ongoing training and development opportunities. In addition, you will be part of a team that is dedicated to making a positive impact on the world through our products and services. Estimated salary range $80,000-$120,000 per year.

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