Director, Associate Client Executives (Digital Marketing)

Thomson Reuters - Eagan, MN

Full-time - Director

Hybrid - Eagan, MN

10,001+ employees

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About the position

The Director of Associate Client Executives at FindLaw is responsible for leading a team to achieve channel renewal and retention goals. This role focuses on developing a management team that delivers an exceptional customer experience through effective post-sale support and value articulation. The director oversees 6 managers and 60 frontline Associate Client Executives (ACEs), ensuring high performance and customer-centric results while meeting retention and renewal quotas. The position also involves collaboration with sales and support teams, particularly those based in Mexico, to enhance operational efficiency and drive revenue growth.

Responsibilities

• Direct a team to achieve channel renewal and retention goals.
• Develop and maintain a management team that produces an industry-leading customer experience.
• Accountable for coaching 6 managers and 60 frontline ACEs to drive customer-centric results.
• Collaborate with channel VPs and Directors to implement strategic and operational business plans.
• Work closely with Mexico-based support teams to streamline operations and reduce repetitive tasks.
• Identify and embed key operating metrics to meet or exceed renewal and retention targets.
• Set expectations and hold managers accountable for team development and coaching.
• Create an environment that attracts and retains top talent.
• Build constructive relationships with key business partners across the organization.
• Drive initiatives such as forecasting accuracy, recruiting, training, and compensation strategy.

Requirements

• Bachelor's degree or equivalent experience required.
• Digital Marketing Experience strongly preferred.
• Minimum 5 years of sales and/or account management experience.
• Mastery of sales and client management processes and execution.
• Past experience in client management, customer success, sales, or digital retention roles.
• Knowledge of law firm customers and workflow preferred.
• Established knowledge of Thomson Reuters products, especially FindLaw, preferred.
• Ability to develop strong relationships with business partners.
• Excellent time management and organizational skills.
• Strong leadership, people management, and team building skills.
• Ability to identify problem areas, trends, and opportunities.
• Strong business acumen gained through exposure to multiple functions.
• Excellent verbal and written communication skills.
• Strong creative problem-solving skills and negotiation abilities.
• Ability to manage multiple tasks in a fast-paced environment.

Nice-to-haves

• Experience in a leadership role within a customer success or sales environment.
• Familiarity with the legal industry and its dynamics.

Benefits

• Hybrid Work Model with flexible working environment.
• Comprehensive benefit plans including flexible vacation and mental health days.
• Work from another location for up to 8 weeks a year.
• Headspace app subscription for mental wellbeing.
• Retirement savings and tuition reimbursement programs.
• Employee incentive programs for performance.
• Access to LinkedIn Learning and internal Talent Marketplace for development.
• Participation in employee-driven Business Resource Groups and paid volunteer days.