Business Unit :
Reuters, the news and media division of Thomson Reuters, is the world’s largest independent multimedia news provider, reaching more than one billion people every day.
Over 2,500 journalists in nearly 200 locations around the globe deliver unparalleled international and national news coverage in 16 languages with speed, impartiality and insight to professionals via Thomson Reuters desktops, the world’s media organizations and directly to consumers on Reuters.
com. Reuters stays true to the letter and spirit of the Thomson Reuters Trust Principles, ensuring independence, integrity and freedom from bias.
Position Title : Customer Success Manager, EMEA Role Summary :
The Customer Success Manager (CSM) EMEA will support the post-sales customer lifecycle as it relates to on-boarding, customer adoption / usage, and share of wallet expansion.
They are responsible for customer retention and the prevention of churn across our Customer base.
The CSM manages the customer experience across our Customer base, meeting agreed retention and usage targets. The CSM is responsible for understanding the health’ of our customers, ensuring they grow into Reuters advocates.
The CSM reports into the Sales Excellence organisation.
Major Responsibilities / Accountabilities :
Drive content usage across the client organisation through continuous increase in value leading to renewal at increased value
Analyze and monitor data related to content usage and account performance, anticipating customer needs and identifying potential upsell opportunities generating leads for the sales team to pursue
Work with Sales Teams and technical support to facilitate a seamless Customer on-boarding, providing user training and set up assistance ensuring all users are active and getting value from the services
Maximize user adoption, ensure new users are trained and active on the platform
Support Account Manager’s with customer renewals, proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe
Support and drive product migrations
Work collaboratively with the Marketing team to build Customer testimonials and referrals
Become expert in the client organization, developing the ability to identify new opportunities for Reuters content and wider partnership
Promote relevant content, functionalities and Reuters wins to customers
Anticipate Customers’ requirements and possible challenges
Identify potential risks and issues within the Accounts and work with the wider business to take timely and effective action to resolve them
Closely monitor customer health score to prevent potential churn risks
Inform internal teams of customer needs by providing feedback about product issues and possible product enhancements
Key Relationships :
Commercial Policy & Customer Insights
Global Commercial Operations
Technical / Professional Skills & Competencies :
Essential Skills & Experience Required :
Track record of driving customer success in a client-facing position
Ability to understand customer requirements, develop and guide their thinking to identify financial measures of success
Ability to derive actionable insights from usage data (e.g. Teletrax, Comscore data etc.)
Data-driven with a commitment to process
Ability to work in a fast-paced, results-oriented culture
Excellent interpersonal skills
Excellent written and verbal communication skills
Strong presentation skills
Strong team player with experience working in a matrix environment
Desired Skills :
Experience of data visualization software e.g. tableau
Experience in content syndication, media / news industry
Additional European languages : Spanish, French, German
Education / Certifications :
University / college degree required or equivalent experience.