Senior Print Client Relationship Rep

Senior Print Client Relationship Rep, Inside - Print (Internal Posting)

The Senior Print Client Relationship Rep's primary role is to work with print customers in their territory requesting to make changes to their existing print and work with customers, print reps and business partners to resolve account inquiries and disputes. The secondary role involves special projects, open coverage, and piloting ways to drive team revenue and support team performance and business partners as a resource for best practices. This position supports the efforts of the Legal Print organization within Thomson Reuters.

About the Role

In this opportunity as a Senior Print Client Relationship Rep you will:

• Renews customer accounts, articulating value of solutions and aligning to clients' portfolio and goals.
• Develops and maintains ongoing client relationships through proactive and reactive consultation to achieve retention goals and client renewals.
• Actively negotiates with clients and manages escalation requests by partnering with other functional areas such as Finance, Sales, and Operations
• Suggests process improvement following investigative, analytic or diagnostic services
• May lead and be accountable for straight-forward projects and associated teams
• Responds to non-standard requests from customers; investigates with assistance from others as needed

• Drive Results: Individually achieve and exceed monthly retention goals through new contracts and renewals in your territory while consistently providing a Thomson Reuters branded, superior customer experience.
• Resolution: Resolve customer inquiries and escalations received via phone, mail, or email in an accurate and timely manner.
• Sales and Retention Process: Leverage the sales and retention process to manage opportunities and bridge the gap between sales and customers to offer solutions and positively impact our customers' experience.
• Relationship Management: Actively contribute to and work responsibly in a team environment, including collaborating with fellow team members and key internal partners to both resolve customer needs and improve customer touchpoints.
• Product Proposition: Cultivate, maintain, and engage customers in our products to promote usage, retention and revenue growth objectives across print and eBooks.
• Reporting: Gather and log all call information, orders, and case activity within Service Cloud/Salesforce, Thomson Reuters CRM system, correctly and accurately; ensuring proper policy guidelines are met appropriately.
• Customer and Market Intelligence: Provide feedback to Thomson Reuters for internal business decisions and positions; Demonstrating an openness to change behavior in response to new insights and situations.

About You

You're a fit for the role of Senior Print Client Relationship Rep - Print if you possess:

• Proven success working in the PCR Role.
• Proven demonstration of leadership skills by acting as a champion for team initiatives and programs.
• Demonstrated experience in exceeding expectations and meeting team objectives during tenure.
• Strong understanding of the customer's needs/requirements and priorities
• Excellent verbal and written communication skills
• Professional attitude and strong service orientation
• Solid customer service and problem-solving skills
• Thorough knowledge of our Print products, as well as our sales policies, procedures, practices, and pricing
• Highly motivated with the ability to meet scheduled deadlines in a fast-paced, service-driven environment
• Effective analytical and decision-making skills
• Strong organizational and time management skills
• Ability to embrace change and manage multiple workstreams
• Customer centric, professional, and high integrity in sales process
• High level knowledge of computer systems including SAP, Service Cloud, SFDC and Microsoft Office

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: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• 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.
• Compensation: Base salary and a variable compensation that is directly related to your success

#LI-D2E

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 26,000 employees across more than 70 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.