CSM Onboarding & Client Training Manager

About the Role

We are seeking a dynamic and experienced Manager of Onboarding to lead our customer onboarding initiatives. This role is crucial for ensuring seamless integration of our content products with our clients, enhancing their experience, and driving product adoption. The successful candidate will collaborate closely with cross-functional teams to align strategies and deliver effective onboarding solutions. This role will be part of the Customer Success organization within the Corporates business unit.

This is a fully remote role, but we do prefer candidates who are close to one of our hub locations: Eagan, MN; New York, NY; Ann Arbor, MI; Frisco, TX

Key Responsibilities:

Customer Onboarding Execution:

• Oversee and execute the onboarding process for new customers, ensuring successful integration and utilization of our content products.

• Conduct comprehensive training sessions tailored to customer needs, facilitating a smooth transition and adoption of our products.

• Develop quantitative and qualitative metrics to measure onboarding effectiveness to share back with clients and to use for continuous improvement.

• Develop and execute mitigation strategies if onboarding outcome metrics don’t meet customer’s goal.

Process Improvement:

• Perform assessments to evaluate the effectiveness of the process, identifying opportunities for enhancement.

• Implement tools and technologies, including AI, to support and optimize the training process.

• Create and execute team member development plans

Onboarding Program Design & Delivery:

• Develop and deliver customized onboarding programs for TR content products, ensuring alignment with customer needs and industry trends - Including one-to-one; one-to-many and digital experiences.

Collaboration & Strategy Alignment:

• Work closely with internal teams to ensure customer strategy alignment for assigned products.

• Foster strong relationships with Customer Success Managers (CSM) and Sales teams globally to ensure cohesive onboarding strategies.

• Drive effectively communication regarding Customer from sales pre-onboarding then to sales, customer success and account specialists post onboarding.

Effectiveness Assessment & Reporting:

• Assess and report on the effectiveness of customer onboarding initiatives, identifying key metrics for continuous improvement.

Communication & Relationship Building:

• Coordinate communications for onboarding sessions, ensuring all stakeholders are informed and engaged.

• Cultivate trusted relationships with internal TR teams and corporate functions at multiple levels to facilitate effective collaboration and support.

People Leadership

• Lead and develop team members.

About You

• Bachelor’s degree in Business, Technology, or related field. Juris Doctorate a plus.

• Proven experience in customer onboarding, customer enablement, or a related role.

• Experience in leading teams and managing employees in a dynamic environment.

• Strong understanding of sales processes and customer success strategies.

• Excellent communication and interpersonal skills.

• Proficiency in using data analytics tools to drive business insights, influence change and recommend solutions.

• Ability to work collaboratively with cross-functional teams.

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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 metro locations: Los Angeles, New York City, San Francisco, Washington, DC. The base compensation range for the role in any of those locations is $112,400 - $208,800. 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 base compensation range for the role in any of those locations is $102,200 - $189,800. The base compensation range in other locations may vary. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base 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 is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

This job posting will close 01/24/2025.

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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More information about Thomson Reuters can be found on https://thomsonreuters.com.

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