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About the Role

Manages support and consulting services engagement with assigned clients using C-Track solutions, providing stabilization and ongoing production support. Responsible for executing, managing, and delivering on service level agreements, building and maintaining effective relationships, and balancing client advocacy with business goals to deliver the best value solution. Accountable for customer satisfaction, monitoring satisfaction, and responding to requests or problems quickly. Develops a strong understanding of product offerings and utilizes best practices to guide service delivery outcomes. Coordinates with testing groups to identify issues and ensures operational requirements, standards, and best practices are factored into plans. Contributes to the refinement and development of operational requirements and standards. Travel is required as needed (10-20%).

Responsibilities

Manages the support and consulting services engagement with assigned clients using C-Track solutions in a production environment, providing stabilization services and ongoing production support
In partnership with client stakeholders and other internal operating disciplines, be responsible for executing, managing, and delivering on service level agreements with assigned client(s)
Build and maintain effective relationships internally and externally (including with third-party partners)
Balance client advocacy with business goals to deliver the best value solution for the client(s)
Be accountable for customer satisfaction within assigned client(s)
Follow up to monitor satisfaction and respond to additional requests or problems quickly
Develop a strong understanding of product offerings and how they align with customer requirements
Utilize best practices to guide service delivery outcomes
Coordinate with the groups who test, validate, and evaluate new applications and functions to determine issues in services and software
Understand corporate goals and practices and apply them when resolving problems
Ensure operational requirements, standards, and best practices are factored into plans
Contribute to ongoing refinement and development of operational requirements or standards
Travel required as needed (10-20%)

Requirements

Bachelor’s Degree in a related field required
2+ years’ experience in a service delivery management role
Ability to interact professionally with a diverse group, including executives, managers, and subject matter experts and to facilitate consensus within those groups
Knowledge in key areas of responsibility (i.e., service delivery management, business process/business operations management, customer service, etc.)
Highly organized with problem solving, troubleshooting, prioritization, time management, risk management, escalation, and analytical skills
Ability to work with virtual teams to successfully deliver service
Responsible and motivated with the ability to work well in a fast-paced environment in an independent manner
Ability to work effectively under pressure in a demanding environment
Experience with managing technical policies associated with the software development lifecycle
Possess the ability to communicate complex information clearly and concisely along with excellent written and verbal communication skills

Skills

C-Track solutions
Service delivery management
Business process management
Business operations management
Customer service
Problem solving
Troubleshooting
Prioritization
Time management
Risk management
Escalation
Analytical skills
Communication skills

Location

Work Type

Hybrid
Work from anywhere for up to 8 weeks per year

Experience Level

2+ years experience in a service delivery management role

Education Level

Bachelor’s Degree in a related field

Salary/Compensations

$74,200 USD - $137,800 USD

Benefits

Flex My Way policies
Work from anywhere for up to 8 weeks per year
Grow My Way programming
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
Market competitive health, dental, vision, disability, and life insurance programs
Competitive 401k plan with company match
Competitive vacation, sick and safe paid time off
Paid holidays
Parental leave
Sabbatical leave
Optional hospital, accident and sickness insurance
Optional life and AD&D insurance
Flexible Spending and Health Savings Accounts
Fitness reimbursement
Access to Employee Assistance Program
Group Legal Identity Theft Protection benefit
Access to 529 Plan
Commuter benefits
Adoption & Surrogacy Assistance
Access to Employee Stock Purchase Plan
Annual Bonus

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 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.