Client Success and Support Specialist

2 tygodni temu

Gdańsk, Pomerania, Polska Thomson Reuters Pełny etat

At Thomson Reuters, we are seeking a talented and experienced Client Success and Support Representative to join our team in Gdansk. Our mission is to be the definitive destination for global intelligence that powers smart decisions. We provide news with impact on people, businesses, and markets around the world and serve millions of globally minded individuals and professionals seeking insight and context.

The role is accountable for supporting the Reuters Sales organization on general account management and sales-related matters, business policy, and procedural issues.

About the Role:

As our Client Success and Support Representative, you will:

  • Serve as the primary resource for sales and account management teams to understand content/product offerings, business policies, order processing, credits, and procedures and assist in problem-solving on all issues.
  • Permission prospective clients for trials.
  • Complete and update regulatory documentation for governmental clients.
  • Support for administrative tasks relating to order fulfillment (new sales, cancellations, renewals, etc.).
  • Input billing information (i.e., products, pricing, billing address, etc.) into relevant systems, supporting the quote to billing processes.
  • Escalate and follow up on client's billing and invoicing issues.
  • Maintaining client data (such as contacts, addresses, service changes, etc.) in relevant systems.
  • Ensure pipeline accuracy and support monthly forecast processes.
  • Engage with Commercial Policy team to support contract fulfillment and compliance.
  • Responsible for ensuring procedure changes are supported, implemented, and followed to maximize efficiency, delivering quality services to customers for all order to cash processes.
  • Provide training to customers on our platform and their subscribed service.
  • Interact with our customers and provide analytics on their usage data to both them and the sales team (via phone, email).
  • Share and translate best practices and knowledge related to new products, platform tips, sales process best practices, etc.
  • Check with vendors to confirm all details and ensure that any required documentation is completed accurately.
  • Provide logistical support for regional sales meetings and other events as needed.

About You:

You're a fit for the role of Client Success and Support Representative if you have:

  • Language skills: fluent English and Arabic (French would be a bonus).
  • Strong communication skills.
  • Customer-oriented approach.
  • Experience with Salesforce (SAP is a plus).
  • Good organizational skills, ability to prioritize, attention to detail, and high degree of accuracy.
  • Excellent problem-solving and analytical skills with the ability to apply knowledge and creativity to resolve standard and complex client issues.
  • At least 3 years of experience in a Customer Success, Business Operations, Sales Support, Order Management, or customer service function.
  • Comfort with working in a complex and dynamic environment, juggling multiple priorities, interacting with people at different levels of the organization, and across multiple functions.
  • Ability to troubleshoot and make appropriate decisions based on knowledge of business objectives.
  • Ability to work in a team environment as well as independently.

What's in it for You:

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

  • Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
  • Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
  • Culture: Globally recognized and award-winning reputation for equality, diversity, and inclusion, flexibility, work-life balance, and more.
  • Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
  • Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social, and Governance (ESG) initiatives for local and global impact.
  • Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

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