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Customer Success Representative, Inside (Eagan, MN)

Thomson Reuters Sales 3/6/2018 12:02:57 PM Eagan, MN United States of America
Job Description

The Customer Success Representative (CSR) is responsible for leveraging their expertise to retain and increase Thomson Reuters’ solution and product revenue, usage and market-share in small law firm accounts in an assigned territory / small law firm segment.  The CSR works with the customer over the phone and via the web utilizing skills related to legal research, teaching, sales and marketing.

Responsibilities include:

  • Meets and exceeds goals of increasing Westlaw customer revenue and usage in the assigned territory through telephone and web trainings and other related activities.
  • Contacts via phone required number of customers to provide customers with training on Westlaw and Thomson Reuters solutions to ensure customer’s satisfaction.
  • Maintains a superior level of knowledge and understanding/expertise on Westlaw, other business of law products and practice areas relevant to law firm customers.
  • Maintains high level of knowledge and understanding of the business, systems, promotions and Thomson Reuter’s objectives and all other applications as appropriate.
  • Promotes new products 
  • Closely partners with appropriate field team and others on a formal and informal basis to achieve customer training and usage/revenue goals as well as overall customer satisfaction.
  • Accurately log and report daily activities via various business systems and departmental processes.
  • Perform other related duties/special projects as directed by management in a timely and accurate manner.


  • J.D. required; license preferred
  • 1-2 years legal experience preferred
  • Experience in law firm setting or with law firm customers preferred
  • Strong communication and presentation skills (both verbal and written), especially via telephone required.
  • Self-starter  
  • Interested in working independently and in determining how best to get through to users 
  • Desire to work closely with other departments 
  • Customer retention and revenue focus required
  • Experience/background in online legal research tools
  • High degree of professionalism and flexibility
  • Strong customer-centric focus
  • Computer proficiency, including Microsoft Office suite and internet required
  • Ability to multi-task using phone and computer eight hours per day

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit

More information about Thomson Reuters can be found on

Eagan-Minnesota-United States of America
Req #: JREQ100816
Locations: Eagan-Minnesota-United States of America
Job Function: Sales
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