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.
シニア クライアント リレーションシップ マネージャーは、クライアント向けのソフトウェア製品である Legal Tracker および HighQ の実装、サポート、および積極的なカスタマー ケアを担当します。この役割には、既存のクライアントの生涯価値を最大化し、積極的なカスタマー サクセス活動を通じて契約のキャンセルを防ぐことが含まれます。これらの活動には、オンライン プラットフォーム、電子メール、電話、および直接訪問による既存のクライアントとのコミュニケーションが含まれます。さらに、既存のクライアントにアップセルおよびクロスセルの機会を提案し、生成されたリードを新規ビジネス セールス チームに渡す責任もあります。主な焦点はエンタープライズ セグメントになります。
About the Role
Main Responsibilities:
- Manage customer engagement and contract renewals
- Identify and create upsell and cross-sell opportunities and introduce them to the new business sales team
- Negotiate price increases with clients at renewal time
- Oversee the handover process from the product services team after implementation
- Execute customer experience programs such as onboarding, user training, and consulting, and create necessary documentation
- Learn product training and use cases from the global team and localize them
- Develop and execute plans to promote usage and retain customers
- Serve as the primary point of contact for customer inquiries and escalate issues to the global support team for resolution
- Use SFDC to manage customer information and personal tasks
Targets:
- Achieve retention targets
- Meet upsell and cross-sell lead generation targets
- Meet price increase targets at renewal time
主な責任:
顧客エンゲージメントと契約更新を管理します。アップセルとクロスセルの機会を特定して作成し、新規ビジネス セールス チームに紹介します。更新時にクライアントと値上げを交渉します。製品サービス チームによる実装後の引き継ぎプロセスを監督します。オンボーディング、ユーザー トレーニング、コンサルティングなどのカスタマー エクスペリエンス プログラムを実行し、必要な説明資料を作成します。グローバル チームから製品トレーニングと使用例を学習してローカライズします。使用を促進し、顧客を維持するための計画を策定して実行します。顧客からの問い合わせの連絡担当者として機能し、グローバル サポート チームに問題をエスカレートして解決します。SFDC を使用して顧客情報と個人タスクを管理します。
ターゲット:
維持目標を達成します。アップセルおよびクロスセルのリード獲得目標を達成します。更新時の価格改定率を満たします。
About You
- Commitment to the legal industry and a desire to build strong business relationships
- Strong communication skills to convey the value and benefits of products and services
- Ability to demonstrate the product's role as a key solution to customer challenges
- Strong motivation and ability to achieve targets
- Self-motivated and team player
- Flexible and adaptable mindset
- Ability to manage time effectively and prioritize tasks
- Customer-oriented and results-drive
- Enjoys change and growth
Skills and Experience:
- Japanese: Fluent (able to conduct business conversations and create documents in Japanese); English: Advanced
- Experience with customer success, consulting, or account management for software products
- Proficient 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)
必要なスキルと能力:
法務分野への取り組みと、強力なビジネス関係を構築する意欲。製品とサービスの長所と利点を伝えるための強力なコミュニケーション スキル。顧客の課題に対する主要なソリューションとしての製品の役割を実証する能力。目標を達成するための強い決意と能力。自発的でチーム プレーヤーであること。柔軟で順応性のある考え方。時間を効果的に管理し、タスクの優先順位を付ける能力。
好ましい考え方:
顧客志向で結果重視。変化と成長を楽しみます。
スキルと経験:
言語：
- 日本語: 流暢（日本語で商談や文書作成ができる）
- 英語: 上級
- ソフトウェア製品のカスタマー サクセス、コンサルティング、またはアカウント管理の経験。PC (Windows) および MS Office 製品 (Teams、Excel、Word、Outlook、PowerPoint) の使用に精通していること。CRM/SFA システムの経験 (Salesforce.com の経験があれば尚可)。
#LI-SC1
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. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
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. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
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. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally 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.
About Us
Thomson 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, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
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. 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.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.
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What We Do
Thomson Reuters (NYSE / TSX: TRI) informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. The company serves professionals across legal, tax, accounting, compliance, government, and media. Its 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 Thomson Reuters, is a world leading provider of trusted journalism and news. For more information, visit tr.com.
