- Assist CSEs and GKADs with the client's day-to-day needs, billing support and escalations, order processing and other administrative requests
- Drive Client Success programs and team enablement with the goal of improving customer experience and outcomes
- Manage projects focused on adding customer value, standardizing best practices, improve workflow efficiency and optimize resource utilization
- Deliver trainings on account support tools to ensure customers are empowered to manage administrative functions for their account
- Work with GAM team members and leadership to develop best practice playbooks primarily relating to client expansion and risk mitigation specific to the GAM multi-proposition experience
- Collaborate across teams to research and resolve complex account and billing issues while utilizing results to improve current processes
- Create customer-facing communications to improve the quality, consistency, and frequency of communications aimed to deliver an exceptional customer experience.
- Establish effective relationships with Management, Customer Success Executives, Sales Specialists, GKADS, and Professional Services
- Lead change through testing, implementing, and communicating new internal initiatives, processes, and technology
- Provide thought leadership, identify creative solutions, and build evidence-backed business cases for cross-functional initiatives relating to GAM that will aid in reaching the departmental objectives and key result goals
- Administer Office 365 Microsoft applications for departmental collaboration, resource organization, and reporting
- Bachelor's degree or equivalent experience
- 4+ years of experience in customer experience, sales, account management or relevant experience
- Excellent organizational skills and process oriented
- Strong communication and presentation skills
- Customer service orientation and experience
- Expert in Microsoft Office 365 Suite of applications
- Familiarity with common customer relationship management software including SFDC and Gainsight
- Strong focus on delivery and attention to detail
- Working knowledge of internal Thomson Reuters systems, products, processes, and communication channels required
- 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.
- 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, 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 café 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.
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Descripción
Publicado hoy.
Customer Advocate, Customer Success
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 The Customer Advocate, Customer Success (CACS) is responsible for leveraging and extending the capabilities of the customer experience, customer care, and account solutions teams. The CSCA will also complete agile projects and activities within the GAM Retention team to support operational objectives and team-wide initiatives that drive customer retention and growth.
About the Role
In this opportunity as a Customer Advocate, Customer Success , you will:
About You
You're a fit for the role if your background includes:
To apply, please upload your updated resume in English.
Location: CDMX
What's in it F or Y ou ?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
#LI-ZM1
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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