Client Associates provide ongoing product support and training to users and participate in the ongoing improvement of product trainings, tutorials and support. The support team is a group of legal and technical professionals dedicated to providing expert level product support to corporate legal departments and law firms. The ideal candidate is a problem solver who is motivated by customer success.
- Provide support, primarily via phone and email, to product users (often involving complex issues and functionality)
- Conduct user training sessions
- Troubleshoot and test customer-reported product defects and issues
- Track and manage support activities
- Identify and escalate issues to appropriate internal personnel
- Advise users on best-practices
- Work cross-functionally with other teams to ensure customer satisfaction
- Ensure customer retention and satisfaction
- Identify process opportunities, and develop and improve processes for trainings, support, and usage/adoption
- Recommend and advocate for product enhancements based on product expertise and analysis/evaluation of customer needs
- Knowledge of legal processes, terms, and industry
- Familiarity and comfort with technology and databases to develop an "expert" level understanding of the product offerings and subject matter
- Ability to handle and identify priorities for multiple projects at the same time (CSAs manage their time and projects, ensuring that we meet or exceed our client obligations, and continue to develop deep client relationships)
- Ability to communicate information clearly in writing and over the phone
- Ability to handle support issues with tact and diplomacy
- Problem-solving skills
- Modify practices and procedures to meet individual customer situations, suggesting workarounds as needed
- Project management skills, aptitude or experience
Experience and Qualifications:
- Minimum of two years of experience in;
- a legal setting (corporate legal department or law firm) OR
- a professional customer-facing support or account management role OR
- a SAAS-based software role
- Experience in working with computer systems/databases preferred
- Bachelor's degree required
- Juris Doctorate or other legal experience preferred
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.
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