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Solutions Account Manager

Thomson Reuters Customer Service & Support 10/9/2017 11:17:29 AM Eagan, MN United States of America
Job Description

DIVISION/ GROUP/ ROLE:       

FindLaw (www.FindLaw.com) is the leading provider of online legal information and solutions for the legal community, professionals and consumers.

PRIMARY OBJECTIVE: 

The Solutions Account Manager is responsible for developing and maintaining ongoing client relationships in order to achieve client and revenue retention goals within an assigned, territory or team.  This will be done by proactive and reactive management for each assigned account, close partnership with Field Consultants, and working cross functionally with all areas of FindLaw and across other Thomson Reuters departments that support our business. 

KEY RESPONSIBILITIES:

  • Consultation
    • Proactively identify problem areas, trends and opportunities and recommend plan of action to client and/or stakeholders
    • Conduct phone interviews with clients to educate and obtain information
    • Retain assigned client base and the associated FindLaw revenue by providing first class customer care for all clients
    • Travel to assigned clients as needed and in accordance with service metrics
    • Ensure client retention and satisfaction with a select portfolio of accounts throughout the life of the FindLaw/client relationship
  • Communication
    • Ensure client understanding of all aspects of FL product lines
    • Provide account analytics and insight and recommend a plan of action for resolution suitable for all levels of employees front line to executive level
    • Provide timely and proactive status updates to clients/stakeholders for all projects in process
    • Ensure that all proactive and reactive client contacts are noted properly in CRM system
  • Collaboration
    • Establish strong working relationships with clients, Field Consultants and internal suppliers/customers
    • Identify and provide up-sell and cross sell lead opportunities to field partners
    • Act as primary, internal, point of contact for escalated  situations
  • Coordination
    • Responsible for leading all aspects of customer inquiries beginning to end
    • Work with web designers, project managers, content writers, SEM consultants, developers, Directory Team, FindLaw customer service and others in support of FindLaw products and clients
    • Ownership for properly documenting exceptions, moving them through the process and closing out with appropriate parties
    • Responsible for driving assigned client contract renewals
  • Financial Measures
    • Retain assigned client base and the associated FindLaw revenue by providing first class customer care for all clients
    • Secure contract renewals for assigned portfolio of customers

QUALIFICATIONS:

Education:

  • Four- year degree required

Experience/Knowledge:

  • Minimum of 2 years account management and/or sales and marketing experience
  • Understanding of Web design/development concepts & processes
  • Understanding of internet and law firm marketing concepts
  • Proven account and revenue retention numbers in support of client retention

Skills:

  • Proven account management skills
  • Strong time management, prioritization and organizational skills
  • Excellent analytical, written & verbal communication
  • Ability to multitask, prioritize, and follow through in accordance with service level agreements. Proven consulting background and ability (interviewing, analysis, idea generation, etc.)
  • Ability to negotiate and resolve conflicts
  • Familiarity with web design/development concepts & processes; SEO knowledge required
  • Working knowledge of Internet marketing concepts
  • Proven ability to work under pressure on multiple projects simultaneously and independently, and meet deadlines
  • Proven project management background and ability
  • Ability to exercise independent judgment and discretion
  • Ability to identify problem areas, trends, and opportunities and recommend action to management
  • Leadership qualities including self motivation, resilience, positive attitude, and a team player
  • Ability to adapt and work in a fast paced environment that changes often
  •  Excellent customer service skills and practical process knowledge
  • Ability to work in a fast paced environment that changes often

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 over 50,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Bring your ambition to make a difference. We’ll bring a world of opportunities.

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 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 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 thomsonreuters.com/careers.

More information about Thomson Reuters can be found on thomsonreuters.com.

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 thomsonreuters.com/careers.

More information about Thomson Reuters can be found on thomsonreuters.com.



Locations
Eagan-Minnesota-United States of America
Req #: JREQ091381
Locations: Eagan-Minnesota-United States of America
Job Function: Customer Service & Support
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