Digital Customer Success Specialist

We're looking for a Digital Customer Success Specialist to join our Legal Customer Success team to expand our reach and impact through Digital Customer Success. You will build proactive digital experiences that scale our ability to drive customer value and adoption through all phases of the customer journey. You'll develop customer-centric communication strategies and have an appetite for experimenting with different tools and approaches.

About the Role

• Develop and implement proactive scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions.
• Design and deliver onboarding programs for new customers through webinars and automated email sequences.
• Create automated and innovative adoption nurture campaigns that drive the right messages to the right customers at the right time.
• Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the strategy you build.
• Actively partner and align cross-functionally to ensure your customer programs and communication strategies align with touchpoints and interactions with other teams including Customer Success, Customer Training, and Marketing teams.
• Monitor customer usage data to identify potential churn risks and proactively intervene.
• Launch targeted customer engagement campaigns based on customer segments by leveraging email, in-product, social media, or other available methods for customer reach.
• Develop a strong understanding of available educational content and programs to curate as a part of scaled digital programs. Identify gaps and suggest new content as needed and provide feedback on existing content included in our on-demand learning libraries.
• Create and manage automated processes to effectively forecast and communicate at-risk customers.

About You

• 3+ years of customer-facing experience on a GTM or Marketing team in B2B SaaS.
• Additional experience with digital customer success strongly preferred.
• Experience using tools that manage customer communications at scale including email automation tools, in-product messaging, or other customer success tools. Experience with Gainsight, Eloqua, and Pendo strongly preferred.
• Demonstrated experience in creating and implementing customer engagement programs and initiatives to drive customer satisfaction and retention.
• Data-driven approach to problem-solving and strong analytical skills.
• Ability to prioritize amongst numerous initiatives for maximum impact.
• Strong communication skills and the ability to evangelize your programs.
• Strong project management skills: ability to manage multiple projects simultaneously, prioritize tasks, meet deadlines.
• Curiosity, creativity, and the desire to experiment.

#LI-VR1

What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe networking.

• Social Impact: Ten 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.

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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More information about Thomson Reuters can be found on https://thomsonreuters.com.