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Client Services Manager

Thomson Reuters Sales 11/10/2017 3:50:34 AM London, United Kingdom
Job Description

Business Unit: Tax and Accounting

The Tax & Accounting business of Thomson Reuters is the leading provider of technology and information solutions, as well as integrated tax compliance software and services to accounting, tax and corporate finance professionals in accounting firms, corporations, law firms and government. Headquartered in New York, Tax & Accounting has major operations in Ann Arbor, Dallas, Hyderabad, London, Sydney, and Toronto.

Position Title: Client Services Manager

Role Summary:

The CSM is responsible for proactively maintaining and developing client relationships, ensuring that all steps are taken to ensure maximum client satisfaction. The CSM is responsible for the achievement of renewal targets within their client base and for upselling additional services within existing product lines.  The CSM will work collaboratively with the AMs to identify and contact additional key client stakeholders to work towards increasing the footprint of TR within the client base.

ONESOURCE:

ONESOURCE is designed to provide tax software solutions for multinational corporations and Accounting professionals. ONESOURCE solutions cover a broad range of taxes including Direct Tax Compliance and reporting, Indirect Tax determination and Compliance, Tax Planning and Workflow Management. (www.onesource.thomsonreuters.com/regions/emea).

Major Responsibilities / Accountabilities:

  • Proactively work with clients to identify further revenue opportunities within existing product lines
  • Collaborate with the AM team to create a documented contact strategy for each assigned client, identifying who within an account needs to be contacted, for what reason and how frequently.
  • Record all conversations and interaction with a client in the CRM system, planning call backs and follow up as required with the objective of maintaining client satisfaction and identifying new opportunities or problems at an early stage.
  •  Lead at least one annual review meeting with each client
  • Develop a detailed understanding of the products and services offered by TRTA to understand key client and industry drivers and initiatives.
  • Provide reactive assistance to clients based upon their needs and challenges and own any issues from start to finish ensuring total client satisfaction in order to encourage client loyalty.
  • Negotiate and close renewal contracts with assigned clients well in advance of actual renewal dates / update terms for auto-renew clients.
  • Work closely with the account management team on the identification of new opportunities and contacts. Create joint and coordinated account plans.
  • Responsible for clients’ attendance at the annual user conference.
  • Ensure existing clients have the most up-to-date programs, databases and learning tools
  • Be an advocate of Thomson Reuters Tax & Accounting with detailed knowledge of all products that you are responsible for and a high level understanding of all others.
  • Look for new and innovative ways to work both internally and externally and work on implementing these with your line manager.

Scope and Impact:

The CSM has a key part to play in safeguarding the existing revenue of the organization and building relationships for the future. Individually they will have financial responsibility for target attainment linked to the renewal of a named client base and growth of spend within that base.

Travel will be required to see clients where appropriate.

Key Relationships:

The CSM will have contact with multi-national organisations within the EMEA market, building relationships specifically within the tax and finance teams.  Contact will be predominantly done via the telephone; however the CSM will be expected to visit clients on a regular basis.

The CSM will be working very closely with the Account Management, Professional Services and Credit control teams and success will be dependent upon building strong internal alliances. The CSM will need to network through the organisation to ensure that they are working with the correct people to deliver the optimum solutions into their client base. Hence excellent interpersonal skills are required.

Technical /Professional Skills & Competencies:

Essential Skills and Experience:

The CSM should possess excellent communication skills, both verbal and written, be computer literate and able to use most common applications as well as a CRM system.  They should also be organised, methodical with good commercial acumen and have good attention to detail. In addition the CSM will need to possess telephone sales skills, field sales skills, and relationship building sales skills. They must have demonstrated strong account management skills in a previous role. Due to the nature of the industry the CSM will be required to grasp complex issues quickly in order to align appropriate solutions.

Desired Skills and Experience:

  • Demonstrable and relevant client management experience in software, consulting or related field.
  • A significant track record of managing existing client’s revenue and renewing annual agreements through strong relationships.
  • Identifying and closing additional services opportunities to generate revenue.
  • Experience and gravitas to deal with senior executives (CFO, VP-Tax).

Education/ Certifications:

  • University Degree or equivalent account management / sales experience.

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
London-United Kingdom
Req #: JREQ094094
Locations: London-United Kingdom
Job Function: Sales
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