Sr. Customer Success Manager

Corporates Tax and Trade Customer Success team is seeking a highly motivated and experienced Indirect Tax (IDT) CSM to join our team. This role is pivotal in driving IDT sales and revenue as well as securing existing market share through a seamless transition of customers from our on-premises tax engine to the cloud. The IDT CSM will work with the Sales Executives (SEs), Customer Success Manager (CSM), and Partnership and Alliance (P&A) teams, driving incremental new sales and efficient migrations while delivering exceptional customer value.

About the Role

The role of a Senior Customer Success Manager includes:

• Migration Management:
  Oversee and manage the migration of customers from our legacy, on-premises tax engine to the cloud, ensuring a swift and seamless transition.

• Coordination:
  Collaborate closely with SE, CSM, P&A teams to determine the best forward plan for each customer migration.

• Forecasting:
  Accurately support the sales forecast of migration schedules and coordinate with professional services resources to ensure timely execution.

• Customer Engagement and Pitch:
  Drive and support customer meetings to explain the value of migration, outline the roadmap for future success, and address any concerns or questions. Where applicable, customer meetings may need to occur on-site and should include executive support from the customer.

• Close:
  Lead efforts to move customers to signature quickly, ensuring they understand and realize the benefits of the migration.

• Strategic Planning:
  Develop and implement strategic plans to optimize the migration process and enhance customer satisfaction, including aligning customer objectives to that of the migration.

• Relationship Building:
  Build and maintain strong relationships with customers, SEs, CSMs, and partners, acting as a trusted advisor throughout the migration process.

• Performance Metrics:
  Monitor and report on key performance indicators related to migration progress and customer satisfaction.

About You

You are a fit for the role of Senior Customer Success Manager if your background includes:

• Proven experience in sales, customer success, or a related field, with a focus on technology or cloud services.

• Strong understanding of IDT migrations and cloud platforms.

• Excellent project management skills, with the ability to manage multiple sales and relationships effectively.

• Exceptional communication and interpersonal skills, with the ability to effectively engage with customers and internal teams.

• Ability to work collaboratively in a fast-paced, dynamic environment.

• Strong analytical skills with the ability to forecast and manage migration schedules.

• Results-oriented with a proven track record of meeting or exceeding targets.

• Travel required up to 15%

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-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: Linked In Learning access; internal Talent Marketplace with opportunities to work on projects cross-company;
  Ten Thousand Coffees Thomson Reuters café 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…