Job Information
Thomson Reuters Holdings Inc. Vice President, Customer Success Delivery - Tax & Trade in Seattle, Washington
About the Role We are seeking an innovative and strategic leader to join our Customer Success Leadership team as the CSM Delivery Leader for the Corporates customer segment focused on the Tax and Trade business. This role is pivotal in shaping the future of our customer success delivery model and driving initiatives that enhance customer satisfaction, retention, and growth. The ideal candidate will possess a strong strategic mindset, exceptional leadership skills, and a passion for delivering world-class customer experiences. This is a fully remote role, but we do prefer candidates who are close to one of our hub locations: Eagan, MN; New York, NY; Ann Arbor, MI; Frisco, TX. Key Responsibilities: Strategic Development:With the Head of Customer Success for the segment, lead the creation and continuous improvement of the customer success delivery model for the Corporates segment, ensuring alignment with overall business objectives and customer needs. Customer Development: Lead the Customer Success organization for Tax and Trade products to ensure alignment of Success Plans, Risk Identification, Customer Sentiment, with a focus on data quality and data use to better support the customer base. Initiative Leadership:Participate in/Lead segment initiatives aimed at enhancing customer adoption, retention and expansion. Collaborate with cross-functional teams to implement strategies that deliver measurable results. Performance Analysis:Develop and utilize performance metrics, including functional KPI's, to evaluate the effectiveness of customer success initiatives. Use data-driven insights to recommend and implement improvements. Customer Success Team Achievement: Execute annual plans, quarterly business reviews, and OKRs, while facilitating leadership meetings and channel communications. Enhance the overall GTM for the Tax and Trade customer base. Collaboration and Influence:Work closely with Sales, Product, Marketing, and other key stakeholders to align customer success strategies with broader company goals. Influence and inspire teams to prioritize customer success. Customer Advocacy:Serve as a customer advocate within Thomson Reuters, ensuring that customer feedback and insights are incorporated into product development and service enhancements. Team Leadership:Mentor and develop a high-performing team, fostering a culture of excellence, collaboration, and continuous improvement. Escalation Management:Lead escalation management efforts associated with tax and trade customer success initiatives, ensuring seamless adoption and integration. About You You're a fit for the role of VP, Customer Success Delivery - Tax & Trade if you have the following required qualifications: Bachelor's degree required; MBA or related advanced degree preferred Extensive experience in customer success, strategy, or delivery roles, preferably within the corporate or B2B sector Proven track record of developing and implementing successful customer success strategies Strong analytical skills with the ability to translate data into actionable insights Exceptional communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization Demonstrated leadership ability, with experience managing and developing high-performing teams Excellent project management and organizational skills Experience working with enterprise-level customers in the B2B space Familiarity with customer success tools and technologies Additional preferred qualifications include: Experience with Gainsight Knowledge of the tax, accounting or trade industries #LI-PFF 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: Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-