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About the Role
Manage and grow relationships with existing academic customers, specializing in legal information and technology solutions. Drive customer onboarding, adoption, engagement, and long-term success to maximize customer lifetime value, improve renewal rates, and support contract retention. Serve as a trusted advisor and identify upsell/cross-sell opportunities.
Responsibilities
- Build deep engagement within client organizations and expand relationships to drive renewals.
- Analyze customer usage and trends to strategically drive upsell and cross-sell opportunities.
- Conduct price increase negotiations at the time of contract renewal.
- Deliver onboarding, training for users, and adoption consulting.
- Develop and execute plans to promote product adoption and prevent churn.
- Plan and run user group meetings and webinars for existing clients.
- Implement improvement actions based on NPS results.
- Handle client inquiries and manage tasks and progress using Salesforce.
Requirements
- 3+ years of hands-on experience in customer success, account management, or post-sales roles.
- A dedicated commitment to the legal profession and legal industry, and a willingness to build strong business relationships.
- Ability to clearly convey product strengths and customer benefits, and to propose solutions to customer challenges.
- Knowledge of generative AI and machine learning, and sufficient IT literacy to hold conversations about legal technology.
- Strong drive to achieve goals, ability to balance self-direction with teamwork, and flexibility in adapting to change.
- Fluent Japanese language skills.
- Intermediate to advanced English language skills.
- Experience using CRM/SFA tools (e.g., Salesforce).
Skills
- Generative AI
- Machine learning
- CRM/SFA tools
- Salesforce
Location
- Hybrid
Work Type
- Hybrid Work Model
- Full-time
Experience Level
- 3+ years
Benefits
- Hybrid working environment (2-3 days a week in the office)
- Flex My Way policies for work-life balance
- Work from anywhere for up to 8 weeks per year
- Continuous learning and skill development opportunities
- Grow My Way programming
- Skills-first approach
- 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
- Two paid volunteer days off annually
- Opportunities to get involved with pro-bono consulting projects and ESG initiatives
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.
- We are one of the few companies globally 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.
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.