The Director, Account Specialist position plays a critical role in leading the account specialist team and ensuring smooth customer operations. This role involves driving the team to assist with sales, upsells, cross-sells, and supporting the renewal process while delivering exceptional customer service. The Director will lead a team of Managers and Account Specialists, ensuring they meet performance metrics and contribute to overall account management success.
About the Role:
In this opportunity you will:
- Collaborate with senior leadership to align account management strategies with overall business goals.
- Identify and mitigate potential risks to ensure the successful execution of strategic initiatives.
- Monitor industry trends and market conditions to inform strategic decision-making
- Ensure a high level of customer satisfaction by addressing issues promptly and effectively
- Monitor and report on sales, renewal, and upsell/cross-sell performance metrics delivering on results on assigned quotas and goals.
- Analyze customer data to identify trends and opportunities for improvement.
- Provide regular updates to the sales team and management on sales, renewal status, and performance metrics.
Key Success Measures:- Sales Performance: Team sales and revenue, team quota achievement, net dollar retention.
- Customer Relationship Management: Customer satisfaction, customer retention, Net Promoter Score (NPS), customer inquiry response time, customer issue resolution time.
- Operational Efficiency: Task completion rate, average task completion time, error rate, first contact resolution rate.
- Administrative Tasks: Document accuracy, data entry accuracy, report generation timeliness.
- Collaboration: Team collaboration, cross-functional collaboration.
Mindsets & Behaviors:- Customer Obsessed: Prioritize customer needs and satisfaction.
- Challenge & Commit: Take on challenges and commit to achieving goals.
- Growth Mindset: Embrace continuous learning and improvement.
About You:You're a fit for the role if you have:
- 10+ years experience in account management, retention & renewals, sales, or a related field.
- 8+ years experience leading a team of managers and individual contributors to include talent development and strong performance delivery.
- Excellent communication and interpersonal skills.
- Proficiency in CRM software and sales tools, driving utilization of tools and process training
- Analytical thinking and problem-solving abilities.
- Ability to work effectively with cross-functional teams.
- Drives and delivers against the strategic goals of the business to ensure team meets revenue targets and growth
- Adapts and executes functional strategies and contributes to the development of department strategies
- Provides leadership and direction through managers to meet financial and operational performance requirements and accountable for the results of the team
- Solves unique and complex problems that impact the business
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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:
- Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, 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.
In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.
Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The target total cash compensation range for the role in any of those locations is $192,500 - $357,500. The target total cash compensation range in other locations may vary. This is inclusive of both base pay and any target sales incentive. Pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.
This job posting will close 12/07/2024.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility 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 applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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