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? If yes, we are looking for you!
Join our team to lead renewal and simple upsell sales motions for existing accounts and driving retention during the renewal window.

ABOUT THE ROLE

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

• Drives renewal, achieves retention targets and upsell opportunities within the contract renewal window
• Helps customers realize value
• Covers lower complexity deals which cannot be delivered digitally
• Handle escalations from Digital Chat Assist (DCA) related to renewals
• Coverage is through virtual channels, with no travel
• Closes renewals and upsell opportunities for assigned accounts and/ or geography
• Support low-touch customers with end-to-end renewal motion (supported by digital tools, autorenewal and self-serve options)
• Manage high-risk low-touch accounts to reduce likelihood of churn and, ideally, drive growth
• Generate qualified leads for cross-sell / complex upsell to be handed off to Sales Executives
• Identifies the best virtual channel for engagement with customers
• Supports in developing and executing account and / or territory growth strategies.
• Possesses core knowledge across products within the subsegment and engages Product and/ or Sales Specialists where deep product expertise is required to drive to close.
• Understands specific customer archetypes and needs which are most prevalent within the subsegment and account and/ or territory.
• Handles all escalations from Digital chat Assists.
• Uses an automated and insight-driven Salesforce workflow to progress deals. Enters and maintains clean customer information in Gainsight (if deployed within subsegment) for respective book of customers.
• Utilizes tools like trigger-based, auto-renewals engine, 24x7 phone support w/ 4 hour response, digital marketing campaigns, email & web support to improve productivity
• KPIs include-Nurturing opportunities and moving more renewals outside the ‘digital first’ selling scenarios : Revenue $ and growth. Renewal / retention rate (%) .Customer Satisfaction / Net Promoter Score .Qualified leads passed to sales (#) . Product usage %

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

• Degree-level education or bachelor’s degree equivalent interest / background in accounting, law, or technology.
• Professional with knowledge in a technical discipline or specialization.
• Position for a developing professional building experience in their specialist function.
• Good understanding of roles of relevant functional groups in own area.
• Suggests process improvement following investigative, analytic or diagnostic services.
• 2 years’ experience in Customer Success, Customer Service / Support, and / or SaaS implementation
• Basic to intermediate domain of Microsoft Office (PowerPoint, Excel, Word, Outlook.
• 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 used
• Soft Skills: Strong, clear communications skills—both written and verbal .Building Relationships .Closing Skills .Dealing with Challenges Influence & Persuade .Negotiation .Strong interpersonal skills, sociability, and extroversion. Collaborative, solution-oriented problem-solve