Customer Education Program and Communications Manager

Thomson Reuters - Eagan, MN

Full-time - Mid Level

Hybrid - Eagan, MN

10,001+ employees

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About the position

The Customer Education Program and Communications Manager at Thomson Reuters is responsible for developing, implementing, promoting, and maintaining customer education programs that facilitate the successful adoption and utilization of the company's products and services. This role involves collaborating with various teams to drive customer engagement, manage communications related to educational offerings, and ensure operational needs are met within the Customer Education organization.

Responsibilities

• Develop internal and external communications related to educational offerings.
• Drive cross-functional initiatives in partnership with peers in Customer Education, Customer Success, Product, and Marketing.
• Proactively identify gaps and design effective solutions for the Customer Enablement organization across programs, processes, playbooks, systems, and data/analytics.
• Serve as a key operational business partner for the Customer Education organization.
• Work closely with the Customer Education and Enablement leadership team on strategic programs and projects.
• Ensure day-to-day operational needs are met for the Customer Education organization.
• Partner with eLearning team, Marketing, and Sales and Customer Success teams on initiatives to drive customer engagement with educational content.
• Drive the planning of and own specific strategic initiatives, programs, and projects in support of the Customer Enablement organization's annual goals and quarterly OKRs.
• Design and launch key initiatives, programs, and processes that drive internal efficiencies and deliver greater value to customers.
• Create customer communications related to educational offerings, including webinars and newsletters.
• Manage continuing legal education (CLE) programs and offerings.
• Assist with organizational readiness for product launches.
• Gather customer feedback and insights to inform the development of future customer education programs.

Requirements

• Strong business acumen and understanding of key metrics for Customer Success organizations.
• Excellent organization and time management skills; experience creating and maintaining detailed project plans.
• Data-driven and analytical; able to use data to measure the business impact of work.
• Excellent verbal and written communication skills; ability to communicate with stakeholders of all levels.
• Strong ability to work both independently and in teams to deliver successful outcomes.
• A self-starter who takes ownership of assigned projects and shows commitment to the job.
• Ability to shift priorities and manage change with a positive outcome.
• Bachelor's degree required; JD or MBA preferred.

Nice-to-haves

• Experience working in the legal industry.

Benefits

• Hybrid Work Model: Flexible working environment (2-3 days a week in the office).
• Comprehensive benefit plans for work-life balance.
• Flexible vacation and two company-wide Mental Health Days Off.
• Work from another location for up to 8 weeks a year.
• Headspace app subscription for mental wellbeing.
• Retirement and savings plans.
• Tuition reimbursement and employee incentive programs.
• Resources for mental, physical, and financial wellbeing.
• Access to LinkedIn Learning and internal Talent Marketplace.
• Networking opportunities through Ten Thousand Coffees.
• Two paid volunteer days annually.
• Environmental, Social and Governance (ESG) initiatives.