Digital Customer Success Specialist

About the Role

Key Responsibilities

• Develop and implement proactive, scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions.
• Design and deliver onboarding programs for new customers through webinars and automated email sequences.
• Create automated and innovative adoption nurture campaigns that drive the right messages to the right customers at the right time.
• Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the strategy you build.
• Actively partner and align cross-functionally to ensure your customer programs and communication strategies align with touchpoints and interactions with other teams, including Customer Success, Customer Training, and Marketing teams.
• Monitor customer usage data to identify potential churn risks and proactively intervene.
• Create and manage automated processes to effectively forecast and communicate at-risk customers.
• Launch targeted customer engagement campaigns based on customer segments by leveraging email, in-product, social media, or other available methods for customer reach.
• Develop a strong understanding of available educational content and programs to curate as a part of scaled digital programs.
• Identify gaps and suggest new content as needed and provide feedback on existing content included in our on-demand learning libraries.

Requirements

• 3+ years of customer-facing experience on a GTM or Marketing team in B2B SaaS.
• Experience using tools that manage customer communications at scale, including email automation tools, in-product messaging, or other customer success tools.
• Demonstrated experience in creating and implementing customer engagement programs and initiatives to drive customer satisfaction and retention.
• Data-driven approach to problem-solving and strong analytical skills.
• Strong project management and communication skills, with the ability to manage multiple projects simultaneously, prioritize tasks, meet deadlines, and evangelize programs.
• Curiosity, creativity, and a desire to experiment.

Nice to Have

• Additional experience with digital customer success strongly preferred.
• Experience with Eloqua, Pendo, and Gainsight.

Qualifications

• Formal educational qualifications are not explicitly specified in the description.

Benefits & Perks

• Flexibility & Work-Life Balance through Flex My Way policies, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth with continuous learning and skills development programs.
• Industry competitive benefits including flexible vacation, Mental Health Days, Headspace access, retirement savings, tuition reimbursement, incentive programs, and wellbeing resources.
• Culture emphasizing inclusion, belonging, flexibility, and work-life balance.
• Social Impact opportunities with paid volunteer days and involvement in ESG initiatives.
• Making a Real-World Impact by helping uphold justice, truth, and transparency globally.