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About the Role
The Senior Customer Success Manager is responsible for client relationship management, retention, and price yield. This role collaborates with Sales Specialists to grow the Book of Business for product solutions within Japan, driving usage and ensuring effective client onboarding.
Responsibilities
- Deeply engage with client organizations, expand relationships and engagement, and drive contract renewals.
- Identify and create upsell and cross-sell opportunities to maximize revenue.
- Provide the sales team with insights on customer status and trends observed from usage analytics to strategically advance upselling and cross-selling.
- Negotiate price increases with clients at the time of renewal.
- Support customers to successfully onboard to using our products after Go-Live, by collaborating with internal stakeholders globally.
- Execute CX programmes such as onboarding, user training, and consulting for clients and develop supporting materials.
- Develop and execute plans to drive adoption and customer retention.
- Implement improvement actions based on NPS results.
- Plan events and webinars for existing clients.
- Prepare renewal-related documents, including quotes and order forms.
- Manage accounts and personal tasks using Salesforce.com.
Requirements
- Experience in software account management/customer success management.
- Prior experience in trade/logistics or tax solutions is a plus.
- Strong track record in reaching retention targets and growing a Book of Business.
- Customer obsession and well-developed communication skills.
- Active listening skills.
- Fluent in Japanese and business proficient English language skills.
- Salesforce CRM skills.
Skills
- Account management
- Client Management
- Customer Success
- Enterprise software
- Salesforce CRM
Location
- Japan
Work Type
- Hybrid Work Model
- 2-3 days a week in the office
- Work from anywhere for up to 8 weeks per year
Experience Level
- Senior
Benefits
- Flexible vacation
- Two company-wide Mental Health Days off
- Access to the Headspace app
- Retirement savings
- Tuition reimbursement
- Employee incentive programs
- Resources for mental, physical, and financial wellbeing
About the Company
- Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions.
- We serve professionals across legal, tax, accounting, compliance, government, and media.
- Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency.
- Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
- 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.
- At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them.
- Join us and help shape the industries that move society forward.
- We are one of the few companies globally that helps its клиенты 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.
Equal Opportunity
- As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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.