Customer Success Manager

ThoughtTrace, part of Thomson Reuters, provides customers a significant competitive advantage using Artificial Intelligence (AI) and machine learning to streamline categorization, review, and analysis of contracts, agreements, and other unstructured information. Our cloud-based AI platform, ThoughtTrace reads, interprets, and extracts critical provisions and data elements at the intent, or thought level, providing businesses the ability to apply context to content, replace ambiguity with clarity, and provide understanding even in the absence of structure. Ultimately this allows companies to quickly perform due diligence as well as take a big picture view of the value and risk associated with large volumes of information. Our mission is to empower people and companies to greater insight and creativity through better access to their most challenging information.

Our team is a combination of domain experts, technologists, and customer evangelists. We are united in the belief that technology is not a substitute for human ingenuity, but rather a tool that can augment an individual or team's performance in ways that are truly transformative.

Our goal is to give each individual a sense of purpose as he or she helps to achieve ThoughtTrace vision. We are looking for smart, passionate people who want to achieve remarkable things. We strive to provide a great culture and driven work environment that encourages you to grow and be a part of something cutting edge and a true paradigm shift for our customers.

We practice what is known as the 'Agile Methodology' and 'Scrum'. As such, we are flexible, iterative, and fast. We will always ensure that our software delivers clear ROI before any financial commitment is made. This is not sales speak - our goal is to implement "zero risk, no regret" solutions.

About the Role

In this opportunity as a Customer Success Manager, you will:

• Empathize with every aspect of the customer experience, putting customers' needs first.
• Maintain high levels of customer engagement (including on site meetings as needed) with a focus on customer satisfaction and loyalty.
• Conduct proof of concepts, business reviews and proactively suggest solutions to common customer challenges.
• Continually identify and develop new uses for ThoughtTrace that drive adoption and that align to customers' business needs and strategic goals.
• Proactively spot and correct any issues that could affect customer satisfaction or retention
• Coach customers to be product experts and train their teams on ThoughtTrace best practices so they become increasingly self-sufficient.
• Mentor and provide guidance to newer CSMs
• Partner with Sales staff to help them better understand customer value propositions.
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Develop Customer Success assets and methods, and work with product marketing to create new or refine existing onboarding materials.
• Develop training material that resonates with customer needs, and conduct training sessions.
• Help drive customer references and document case studies.

About You

You're a fit for the role of Customer Success Manager if you have:

• 3+ years relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience a benefit.
• Legal Engineer or Law Degree with 1-2 years' experience working with AI.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• Strong communication and interpersonal skills. Proven experience building strong internal and external relationships.
• Proven track record with highly professional customer service experience in a dynamic, start-up environment.
• Excellent working understanding and practice of the Agile Scrum methodology for project management.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Bachelor's Degree.

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: Currently the majority of our employees are working within a hybrid environment consisting of in-office and remote work, and following local COVID-19 bylaws and guidelines.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe networking
• Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
• Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

#LI-BS1

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.