Job Specifications
About the Role
As a Customer Success Manager at Reuters News Agency, you will:
Deliver product training, demos, and onboarding programs to drive user adoption across media client organizations, including personalized feature showcases, trial support, and hands-on training sessions that ensure all users are active and extracting maximum value.
Conduct ongoing training sessions and feature demonstrations to showcase new functionalities, product updates, and best practices customized to each customer's specific workflows and use cases. This will be delivered to individual customers and our wider customer base through webinars.
Analyze and monitor data related to content usage and account performance, especially for high-value and strategic accounts, working with the wider business to take timely action.
Create key customer usage reports and consumption insights for both internal and external use.
Support Account Managers with customer renewals, with particular focus on strategic accounts, prioritizing resources according to perceived risk, potential growth, strategic value, and renewal timeframe.
Work collaboratively with Sales Teams, Customer Support, and Marketing to facilitate seamless customer experiences, build testimonials and case studies, and showcase customer success stories.
Inform internal teams of customer needs by providing feedback about product issues and possible product enhancements to Product and Development teams.
About You
5+ years’ experience in a customer success, account management, or training role within media, publishing, broadcasting, or B2B technology industries.
Available for almost immediate start for fixed-term contract period with the ability to quickly onboard and absorb existing customer relationships and processes.
Proven track record of delivering customer training programs and usage reports that drive adoption and demonstrate measurable value.
Strong analytical skills with experience monitoring customer health metrics, usage data, and identifying trends that inform customer strategy.
Excellent relationship-building skills with the ability to work effectively with diverse stakeholders, from end users to C-level executives.
Exceptional written and verbal communication skills, including the ability to present data insights, recommendations, and training materials clearly.
Experience with CRM platforms, customer success tools, and data analytics to track engagement and measure outcomes.
Understanding of media workflows, content management systems, or news/sports content is highly desirable.
Proactive, solutions-oriented mindset with strong problem-solving capabilities and the ability to anticipate customer needs.
Highly organized with the ability to manage multiple accounts, prioritize effectively, and balance competing priorities.
Collaborative team player and self-starter with a customer-first approach and hands-on mentality.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
The pay range that the employer in good faith reasonably expects to pay for this position is $34-39/hr USD.
Our optional benefits can include medical, dental, vision and retirement benefits.
Applications will be accepted on an ongoing basis.
Tundra Technical Solutions (the operator of this Talent Community) is a global leader of contingent talent services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.
About the Company
Thomson Reuters (TSX/NDAQ: TRI) informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thom...
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