CSM Onboarding Client Training Manager

Thomson Reuters-posted about 1 year ago

Full-time • Mid Level

Remote • Ann Arbor, MI

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The Manager of Onboarding at Thomson Reuters is responsible for leading customer onboarding initiatives, ensuring seamless integration of content products with clients, and enhancing their overall experience. This role involves collaboration with cross-functional teams to align strategies and deliver effective onboarding solutions, ultimately driving product adoption and customer success.

Oversee and execute the onboarding process for new customers, ensuring successful integration and utilization of our content products.
Conduct comprehensive training sessions tailored to customer needs, facilitating a smooth transition and adoption of our products.
Develop quantitative and qualitative metrics to measure onboarding effectiveness to share back with clients and to use for continuous improvement.
Develop and execute mitigation strategies if onboarding outcome metrics don't meet customer's goal.
Perform assessments to evaluate the effectiveness of the process, identifying opportunities for enhancement.
Implement tools and technologies, including AI, to support and optimize the training process.
Create and execute team member development plans.
Develop and deliver customized onboarding programs for TR content products, ensuring alignment with customer needs and industry trends.
Work closely with internal teams to ensure customer strategy alignment for assigned products.
Foster strong relationships with Customer Success Managers (CSM) and Sales teams globally to ensure cohesive onboarding strategies.
Drive effective communication regarding Customer from sales pre-onboarding then to sales, customer success and account specialists post onboarding.
Assess and report on the effectiveness of customer onboarding initiatives, identifying key metrics for continuous improvement.
Coordinate communications for onboarding sessions, ensuring all stakeholders are informed and engaged.
Cultivate trusted relationships with internal TR teams and corporate functions at multiple levels to facilitate effective collaboration and support.
Lead and develop team members.

Bachelor's degree in Business, Technology, or related field; Juris Doctorate a plus.
Proven experience in customer onboarding, customer enablement, or a related role.
Experience in leading teams and managing employees in a dynamic environment.
Strong understanding of sales processes and customer success strategies.
Excellent communication and interpersonal skills.
Proficiency in using data analytics tools to drive business insights, influence change and recommend solutions.
Ability to work collaboratively with cross-functional teams.

Comprehensive benefit plans including health, dental, and vision insurance.
Flexible vacation and two company-wide Mental Health Days Off.
Work from another location for up to 8 weeks a year, with 4 weeks out of the country.
Headspace app subscription for mental wellbeing.
Retirement savings plan with company match.
Tuition reimbursement and employee incentive programs.
Resources for mental, physical, and financial wellbeing.
LinkedIn Learning access for professional development.
Internal Talent Marketplace for cross-company project opportunities.
Two paid volunteer days annually.
Environmental, Social and Governance (ESG) initiatives for local and global impact.

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