Thomson Ruters is hiring for Associate Customer Success Executive Role| Apply Now

• Closes renewals and simple 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, 24×7 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 % 

Scope and Impact- 

Size, nature and complexity of work. Budgetary accountability. Degree of influence. 

• 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. 

• Participates in complex projects that affect a Business Unit or regional area. 

• May train or mentor colleagues. 

Knowledge & Skill- 

Level of knowledge and application of skills. 

• Junior-level 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. 

Relationships: Internal / External- 

What are the important relationships that strongly influence success? How critical is the customer 

relationship? 

Primarily external clients.