Senior Customer Success Manager (Global Trade and Tax)

Thomson Reuters is seeking a Senior Customer Success Manager (Global Trade and Tax) to join their team in Tokyo, Japan. This role is crucial for managing client relationships, driving retention, and growing the Book of Business for their product solutions within Japan. If you are looking for a new challenge and want to be part of a company shaping the future of enterprise solutions, we'd love to hear from you!

The Senior Customer Success Manager will be responsible for client relationship management, retention, and price yield, working alongside a Sales Specialist to expand the Book of Business. You will also focus on driving product usage and ensuring new clients are effectively onboarded.

Join a collaborative and fast-paced environment that values innovation, creativity, and customer satisfaction. We are looking for a strong fit for this role to help us achieve our growth objectives.

Company Overview

Thomson Reuters (TSX/NDAQ: TRI) informs the way forward by bringing together trusted content and technology that people and organizations need to make the right decisions. Serving professionals across legal, tax, accounting, compliance, government, and media, their products combine specialized software and insights to empower informed decision-making.

Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news. Thomson Reuters is committed to pursuing objectivity, accuracy, fairness, and transparency, and is powered by the talents of 26,000 employees across more than 70 countries.

Quick Details

• Salary Range: Not Applicable
• Job Type: Full-time
• Experience: 5 Year+
• Qualifications: Bachelors Degree

Key Responsibilities

• Deeply engage with client organizations, expand relationships and engagement, and drive contract renewals.
• Identify and create upsell and cross-sell opportunities to maximize revenue.
• Provide the sales team with insights on customer status and trends observed from usage analytics.
• Negotiate price increases with clients at the time of renewal.
• Support customers to successfully onboard to using our products after Go-Live, by collaborating with internal stakeholders globally.
• Execute CX programmes such as onboarding, user training, and consulting for clients and develop supporting materials.
• Develop and execute plans to drive adoption and customer retention. Implement improvement actions based on NPS results.
• Plan events and webinars for existing clients.
• Prepare renewal-related documents, including quotes and order forms.
• Manage accounts and personal tasks using Salesforce.com.
• Achieve Net Revenue Retention (NRR) targets, retention targets, upsell and cross-sell lead generation; Achieve targets price increase rate at renewal. Improve NPS (Net Promoter Score).

Requirements

• Experience in software account management/customer success management, prior experience in trade/logistics or tax solutions is a plus.
• Strong track record in reaching retention targets and growing a Book of Business.
• Customer obsession and well-developed communication skills.
• Active listening skills.
• Fluent in Japanese and business proficient English language skills.
• Salesforce CRM skills.

Benefits

• Hybrid Work Model: Flexible hybrid working environment (2-3 days a week in the office depending on the role).
• Flexibility & Work-Life Balance: Flex My Way policies, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth: Continuous learning and skill development, Grow My Way programming, and a skills-first approach.
• Industry Competitive Benefits: Comprehensive benefit plans including flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance.
• Social Impact: Two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and ESG initiatives.
• Making a Real-World Impact: Help customers pursue justice, truth, and transparency.