Associate Customer Success Executive

Thomson Reuters - Ann Arbor, MI

Full-time - Entry Level

Ann Arbor, MI

10,001+ employees

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About the position

The Associate Customer Success Executive role at Thomson Reuters is designed for an energetic and motivated individual to ensure the success and satisfaction of new customers within the Tax & Accounting organization, specifically focusing on Audit products. This position involves facilitating a smooth onboarding process, providing ongoing support, and building strong customer relationships to help clients realize the full value of the company's offerings.

Responsibilities

• Facilitate a smooth onboarding process for new customers, ensuring they are fully informed and equipped to use our product/service.
• Develop a deep understanding of our product/service features, benefits, and use cases to effectively communicate them to customers.
• Build and maintain strong, long-lasting customer relationships, acting as the main point of contact.
• Conduct product demonstrations and training sessions to educate customers on how to utilize the product/service effectively.
• Provide timely and empathetic help that keeps the customer's needs at the forefront of every interaction.
• Regularly gather customer feedback to share with our product, sales, and marketing teams.
• Identify opportunities for customer account growth and encourage renewals through connections with our Sales Executive and Client Executive teams.
• Track and report on customer success metrics, providing insights and trends to internal teams.

Requirements

• Bachelor's degree preferred.
• 1-2 years of experience in customer success, account management, or a similar client-facing role, preferably in the SaaS space.
• Excellent communication and interpersonal skills.
• Ability to explain complex subjects in a clear and interesting way.
• Strong problem-solving abilities and customer empathy.
• Proficient in using customer success software, CRM tools, and office productivity applications.
• Ability to work independently and as part of a team.
• A willingness to learn and adapt to new technologies and processes.
• Passionate about customer service and creating a positive user experience.
• Proactive, with a keen eye for detail and the ability to anticipate customer needs.
• Strong organizational skills to manage multiple accounts simultaneously.

Benefits

• Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance.
• Comprehensive benefit plans; flexible and supportive benefits for work-life balance; company-wide Mental Health Days Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
• Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.