The Senior Client Relationship Manager will be responsible for the implementation, support, and proactive customer care of our software products, Legal Tracker and HighQ, for our clients.
This role will involve maximizing the lifetime value of existing clients and preventing contract cancellations through proactive customer success activities.
These activities will include communication with existing clients through online platforms, email, phone, and in-person visits.
Additionally, the role will involve identifying opportunities for upselling and cross-selling to existing clients and passing on generated leads to the new business sales team.
The primary focus will be on the enterprise segment.About the RoleMain Responsibilities:Manage customer engagement and contract renewalsIdentify and create upsell and cross-sell opportunities and introduce them to the new business sales teamNegotiate price increases with clients at renewal timeOversee the handover process from the product services team after implementationExecute customer experience programs such as onboarding, user training, and consulting, and create necessary documentationLearn product training and use cases from the global team and localize themDevelop and execute plans to promote usage and retain customersServe as the primary point of contact for customer inquiries and escalate issues to the global support team for resolutionUse SFDC to manage customer information and personal tasksTargets:Achieve retention targetsMeet upsell and cross-sell lead generation targetsMeet price increase targets at renewal timeAbout YouCommitment to the legal industry and a desire to build strong business relationshipsStrong communication skills to convey the value and benefits of products and servicesAbility to demonstrate the product's role as a key solution to customer challengesStrong motivation and ability to achieve targetsSelf-motivated and team playerFlexible and adaptable mindsetAbility to manage time effectively and prioritize tasksCustomer-oriented and results-drivenEnjoys change and growthSkills and Experience:Japanese: Fluent (able to conduct business conversations and create documents in Japanese); English: AdvancedExperience with customer success, consulting, or account management for software productsProficient in using PC (Windows) and MS Office products (Teams, Excel, Word, Outlook, PowerPoint)Experience with CRM/SFA systems (experience with Salesforce.com is a plus)What's in it For You?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.Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset.Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions.Industry Competitive Benefits: We offer comprehensive benefit plans to include 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, and more.Social Impact: Make an impact in your community with our Social Impact Institute.
We offer employees two paid volunteer days off annually.Making a Real-World Impact: We help our customers pursue justice, truth, and transparency.About UsThomson Reuters 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.
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