Client Specialist Account Support
Build & own the relationship of key stakeholders in their sector of expertise and act as their competent partner. Understand client requirements, current technical environment and training and support needs. Consolidate and provide customer feedback to relevant groups (account teams, product development teams) on clients' use of products, product enhancements, competition, trends, future service needs, internal relationship issues/conflicts and competitive situations by understanding, identifying and mapping the client workflow.
Identify "at risk" customers/end users and tactically focus on retaining them, bringing in Sales Specialists where required. Is accountable for monitoring usage as an indicator of need for training, at risk etc. Identify potential clients / end users by analyzing the customer account to enable competition displacement or new sale. Transition post sale knowledge/relationships to the account teams and participate in value review presentations. Work collaboratively internally and externally to leverage resources for client support.
Develop training content, training presentations, guided demonstration materials, and competency assessments to either train new and existing end users of TR Products and Solutions and increase product stickiness by demonstrating relevant new content and functionality driving customer´s retention. Use CRM as an activity planning tool and capture all client related activities / intelligence in a timely and accurate manner. Co-operate on an international basis to share knowledge and best working practices.
Responsible for the overall end user satisfaction.
Five to ten years business/engineering/technical experience such as Financial Markets, Taxes, Export Import, GRC.
Three to five years post sales and/or sales experience preferred. Three to five years previous account support and/or account management experience.
Thomson Reuters provides professionals with the intelligence, technology and human expertise they need to find trusted answers. We enable professionals in the financial and risk, legal, tax and accounting, and media markets to make the decisions that matter most, all powered by the world's most trusted news organization.
Qualification / Education
Bachelor's degree, preferably in Taxes, Finance, GRC, Global Trade.
Master's degree desired.
Key competencies and skills
Market Understanding. Strong customers focus and service skills. Action oriented & perseverance skills. Presentation skills. Strong personal skills.
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