Your Impact at FindLaw, part of Thomson Reuters
The Premier Account Manager will play a critical role in developing and maintaining ongoing client relationships of our High Value Accounts. This will be done in close partnership with field consultants, and working cross functionally with all areas of FindLaw and across other Thomson Reuters departments that support our business.
- Review and refine customer goals and strategy
- Ensure client retention and satisfaction with a select portfolio of accounts throughout the life of the client relationship
- Operate as the lead point of contact for any and all matters specific to your client base
- Proactively identify problem areas, trends and opportunities and recommend plan of action to key client stakeholders
- Build and maintain strong, long-lasting customer relationships through in office meetings and calls
- Maintain regular contact with client to insure we are on track with goals and strategy
- Ensure the timely and successful delivery of our solutions according to the customers needs and objectives
- Identify and grow opportunities within portfolio of clients and collaborate with sales teams to ensure growth attainment.
- Manage customer inquiries through resolution by working closely with other key functions establishing regular customer communication throughout
- Offer ideas to increase the effectiveness of the firm’s marketing strategy
- Provide account analytics and insight and if needed recommend a plan of action for resolution
- Communicate clearly status updates to key customer stakeholders for all projects in process
- Ensure that all client communications are noted properly in CRM system
- Report out to FindLaw leadership on the condition of the customer relations
- Act as primary point of contact with high severity requests or issue escalations
- Forecast and track key account metrics
- Retain assigned client base and revenue including renewals
- Minimum of 4 years experience in account management, sales and/or digital marketing experience
- Minimum of 1 year of experience creating and executing Digital Marketing strategies
- Proven track record of building customer relationships and retention
- Ability to be self-motivated, resilient, maintain a positive attitude, and a team player
- Experience with face to face customer meetings
- Understanding of Web design/development concepts & processes
- Understanding of internet and law firm marketing concepts preferred
- Excellent listening and negotiating skills
- Excellent analytical, written & verbal communication
- Experienced in conflict resolution
- 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
- Excellent customer service skills and practical process knowledge
- Four- year degree required
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