Leads renewal and simple upsell sales motions for existing accounts, driving retention during the renewal window.
Drives renewal, achieves retention targets and simple upsell opportunities within the contract renewal window
Helps customers realize value
Covers lower complexity deals which cannot be delivered digitally
Handle escalations from digital chat assist (dca) related to renewals
Coverage is through virtual channels, with no travel
Responsibilities -
What are the primary responsibilities and accountabilities of this role?
Closes renewals and simple upsell opportunities for assigned accounts and/ or geography
Support low-touch customers with end-to-end renewal motion (supported by digital tools, autorenewal and self-serve options)
Manage high-risk low-touch accounts to reduce likelihood of churn and, ideally, drive growth
Generate qualified leads for cross-sell / complex upsell to be handed off to sales executives
Identifies the best virtual channel for engagement with customers
Supports in developing and executing account and / or territory growth strategies
Possesses core knowledge across products within the subsegment and engages product and/ or sales specialists where deep product expertise is required to drive to close
Understands specific customer archetypes and needs which are most prevalent within the subsegment and account and/ or territory
Handles all escalations from digital chat assists
Uses an automated and insight-driven salesforce workflow to progress dealsEnters and maintains clean customer information in gainsight (if deployed within subsegment) for respective book of customers.
Utilizes tools like trigger-based, auto-renewals engine, 24x7 phone support w/ 4 hour response, digital marketing campaigns, email & web support to improve productivity
Kpis include-nurturing opportunities and moving more renewals outside the ‘digital first’ selling scenarios
Revenue $ and growth
Renewal / retention rate (%)
Customer satisfaction / net promoter score
Qualified leads passed to sales (#)
Product usage %
Scope and impact -
Size, nature and complexity of workBudgetary accountabilityDegree of influence.
May lead and be accountable for straight-forward projects and associated teams.
Provides input to the objectives and goals of the department.
Responsible for managing own time and responsibilities.
Participates in complex projects that affect a business unit or regional area.
May train or mentor colleagues.
Knowledge & skill -
Level of knowledge and application of skills.
Junior-level professional with knowledge in a technical discipline or specialization.
Position for a developing professional building experience in their specialist function.
Good understanding of roles of relevant functional groups in own area.
Suggests process improvement following investigative, analytic or diagnostic services.
Relationships: internal / external -
What are the important relationships that strongly influence success? how critical is the customer
Relationship?
Primarily external clients.
Certifications / education -
Describe any licenses, certifications or educational experiences that are either required or helpful
In performing the roleDesignate when required.
Degree-level education or bachelor’s degree equivalent
Potentially new graduate (bachelor’s degree equivalent) who is eager to learn with interest / background in accounting, law, or technology
0 – 2 years experience in customer success, customer service / support, and / or saas implementation
Professional experience, strategic planning & decision making
Highlight 3-4 key points.
Sets priorities to meet deadlines; develops plans to meet short-term objectives.
Applies a wide range of policies or standards in straightforward situations.
Identifies and resolves standard technical and operational problems.
Decisions involve interpretation of data, planning own work, or refining the methods and techniques to be used
Behavioral competencies -
What are the critical competencies that a successful incumbent would possess?
Strong, clear communications skills—both written and verbal
Building relationships
Closing skills
Dealing with challenges
Influence & persuade
Negotiation
Strong interpersonal skills, sociability, and extroversion
Collaborative, solution-oriented problem-solver
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Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goalsTo 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 lawThomson reuters is proud to be an equal employment opportunity/affirmative action employer providing a drug-free workplace.
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Posted 7 days ago