Associate Customer Success Executive

at  Thomson Reuters

ASSOCIATE CUSTOMER SUCCESS EXECUTIVE

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? Do you have previous experience driving renewal and upsell sales motions for existing accounts? Are you motivated by uncapped commissions? If yes, we are looking for you.

ABOUT THE ROLE:

In this opportunity as an Associate Customer Success Executive you will:

• Close renewals and upsell opportunities for assigned geography and/or for leads assigned as part of a pooled resource group
• Identify the best virtual channel for engagement with customers
• Validate customer needs, shapes product plans and drives sales to close
• Support in developing and executing territory growth strategies
• Possess core knowledge across products within the subsegment and engages 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 territory
• Focus on driving retention and achieving renewal targets by engaging existing customers during the renewal window
• Use an automated and insight-driven Salesforce workflow to progress deals
• Nurture opportunities and move more renewals outside the ‘digital first’ selling scenarios to close for: existing ‘non-named’ account renewals and existing ‘non-named’ incremental sales (upsell)
• May lead and be accountable for straight-forward projects and associated teams.
• Provides input to the objectives and goals of the department.
• Responsible for managing own time and responsibilities.
• May participate in complex projects that affect a Business Unit or regional area.
• May train or mentor colleagues

You’re a fit for the role if your background includes:

• Bachelor’s degree or equivalent work experience.
• 2+ years of experience in Customer Success, Customer Service/Support, SaaS Implementation and opportunity management
• Proven experience managing to a monthly quota (including renewals, upsells and price uplifts)
• Financial / commercial acumen
• Advanced verbal and written English communication
• Strong interpersonal skills (personable and professional) and relationship oriented
• Commitment to a schedule that coincides with the customers workday
• Intermediate computer skills and ability to navigate software programs (Microsoft Suite)
• Experience in CRM preferred
• Ability to rapidly learn new knowledge and acquire new skills
• Ability to maintain stable performance under pressure (such as time pressure or job ambiguity)Determination, persistence, resiliency and patience in the face of adversity
• Junior-level professional with knowledge in Accounting or SAS, customer success’s background discipline or specialization.
• Sets priorities to meet deadlines; develops plans to meet short-term objectives.
• Applies a wide range of policies or standards in straightforward situations.
• Identifies and resolves standard technical and operational problems.
• Decisions involve interpretation of data, planning own work, or refining the methods and techniques to be use