Thomson Reuters
photo of hand surrounded by flowers

Bring Your Passion

Apply Now    

Customer Success Account Manager - Practical Law

Thomson Reuters Sales 11/3/2017 12:27:55 PM Toronto, ON Canada
Job Description

Date Posted: November 3, 2017

Department: Sales

Location: Toronto, Ontario

Customer Success Account Manager – Practical Law


The Account Manager is responsible for working with clients during the pre and post sales process to ensure the effective roll-out of services, to build relationships with key partners and to enhance value to the customer. The Account Manager is responsible for the trial evaluation process for prospects, including product demonstrations. This role demonstrates experienced relationship skills, product and market knowledge and a highly professional approach to effectively handle complex relationships, while supporting the Sales Representative in capitalizing on growth opportunities within their accounts.

This position is responsible for:

  • overseeing the Managed Trial process including ensuring customer and business objectives are achieved; coordinating internal resources and schedules and regularly reviewing of usage and product adoption statistics with customers and internal partners;
  • coordinating and orchestrating relationships between sales, customer service, training team and operations post-sale to ensure ongoing positive customer success with adoption and use;
  • vetting all leads originating from the Instant Trial process; and
  • providing support to Sales Representatives including product demonstrations to prospects.
  • managing a portfolio of clients, including regular communication and face-to-face meetings;
  • establishing and maintaining strong client relationships through dedicated account management;
  • developing relationships between clients and the Practical Law team to ensure communication of client needs to Practical Law editors;
  • effectively meeting customer needs and building productive customer relationships; taking responsibility for customer satisfaction and loyalty; demonstrating strong business insight and perspective in conjunction with professional demeanor to drive value;
  • developing creative approaches and solutions to deal with customer challenges and opportunities while working with the Practical Law team; delivering formal presentations as required and working with clients to explore options that gain the support and acceptance of all parties;
  • providing a deep knowledge of Practical Law products and their connection to customer value; and
  • providing support to Sales Representatives to identify growth opportunities and securing customer renewals.

You will be a strong team player and will possess:

  • a university degree;
  • a legal background/law degree (LLB) would be considered a strong asset;
  • strong Account Management and relationship development skills to build solid, long-term customer relationships and cultivate new business opportunities by diagnosing needs, presenting solutions and addressing customer concerns;
  • the ability to approach and engage senior levels;
  • a positive approach to client service;
  • the capability of hands-on problem solving, with the ability to generate new ideas and solutions;
  • the ability to combine business focus with efficiency and attention to detail;
  • a proven ability to attain assigned goals; and
  • PC Skills - MS Office and Internet.

Thomson Reuters offers an environment that is both challenging and supportive, and we are proud to have been named one of Canada’s Top 100 Employers from 2009 – 2017, a Best Workplace from 2006 – 2017, and a Great Place to Work for Women in 2015 and 2017. We consider work from home arrangements for people with a disability or specific accessibility needs. If requested, accommodation will be provided throughout the recruitment and assessment process.

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

Req #: JREQ093544
Locations: Toronto-Ontario-Canada
Job Function: Sales
Apply Now    
Link for schema