Associate Digital Customer Success Manager

Associate Digital Customer Success Manager

As an Associate Digital Customer Success Manager, you will be responsible for executing digital customer success campaigns and programs at scale to drive customer value and adoption across the post sales customer journey. You will leverage 1-to-many strategies, digital platforms, and data-driven insights to drive customer engagement and adoption leading to retention and growth. This role is focused on execution, performance tracking, and continuous improvement, with opportunities to collaborate cross-functionally and experiment with new approaches.

In the role of Associate Digital Customer Success Manager, you will :

• Develop and implement proactive scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions.
• Create automated and innovative nurture campaigns that drive the right messages to the right customers at the right time through channels including email, in-app, community and customer facing teams.
• Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the programs you build.
• Experiment with and leverage tools including AI, automation, customer insights, data, and content to improve customer outcomes and drive innovation.
• Actively partner and align cross-functionally to ensure your customer programs and communication strategies align with touchpoints and interactions with other teams including Customer Success, Marketing, Sales and Product teams.
• Monitor customer usage data to identify potential risks and proactively intervene.
• Launch targeted customer engagement campaigns based on customer segments by leveraging email, in-product, webinars or other available methods for customer reach.
• Develop a strong understanding of available educational content and programs to curate as a part of scaled digital programs.
• Identify gaps and suggest new content as needed and provide feedback on existing content to support customer self-service and learning.
• Track and optimize channel performance, engagement, and campaign effectiveness using analytics and reporting tools.

About You : You are a fit for the role of Associate Digital Customer Success Manager if you have :

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 u