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    Sales Operations Specialist - Hyderabad, India - Thomson Reuters

    Thomson Reuters
    Thomson Reuters Hyderabad, India

    1 week ago

    Thomson Reuters background
    Full time
    Description

    Customer Success Activation Specialist at Thomson Reuters

    Are you enthusiastic about developing strong relationships and delivering exceptional value to clients? At Thomson Reuters, our Customer Success Team is at the core of our client-focused approach, acting as strategic partners and advocates for our valued customers. In this role, you will share product knowledge, resolve customer issues, renew accounts, and support the sales team in identifying opportunities for growth using CRM tools.

    Work Schedule: 12:00 PM - 9:00 PM Shift Timing

    Work Arrangement: Hybrid Work Model with Office Presence Twice a Week

    About the Role:

    • Create and develop playbooks and campaigns for the Customer Success team.
    • Collaborate with various departments to design engaging playbooks and campaigns that enhance customer satisfaction and drive recurring revenue.
    • Playbooks and campaigns assist the Customer Success team in following specific processes to help customers achieve success with our products.
    • Utilize analytics from CRM systems such as Gainsight to support campaign effectiveness.
    • Gain insights into the customer journey and leverage data to prioritize focus areas.
    • Identify customer pain points to determine playbook necessity.
    • Collaborate with Customer Success teams to gather input for playbook enhancement.
    • Establish playbook goals tailored to different objectives like reducing cancellations, increasing net promoter score, and driving cross-sell or up-sell opportunities.
    • Define playbook placement in the customer lifecycle and create CRM reports to drive data-informed decisions.
    • Ensure all playbook instructions and actions are available in the Customer Success platform for team utilization.
    • Work with analysts to generate CRM reports and dashboards for evaluating playbook performance.
    • Monitor and assess playbook effectiveness, making necessary adjustments for optimization.

    About You:

    Requiring a minimum of 4-6 years' experience in Sales Operations, Customer Success, or Customer Service/Support roles, you should possess:

    • Familiarity with Customer Journey in Renewals
    • Knowledge of data integration from various systems like TMS, Salesforce, Gainsight, SAP
    • Ability to prioritize tasks, meet deadlines, and develop effective plans
    • Experience in CRM report implementation and troubleshooting common technical and operational issues
    • Strong analytical skills to interpret data and refine methodologies

    Desired Skills and Personal Attributes:

    • Excellent written and verbal communication skills
    • Proficiency in project management, presentation, and stakeholder engagement
    • Problem-solving attitude, responsiveness, and accuracy
    • Collaborative, solution-oriented approach
    • Proficient in utilizing CRM tools such as Salesforce, Gainsight, ClientSuccess, CustomerSuccessBox, ChurnZero, Totango, Planhat, and Catalyst

    Benefits:

    • Inclusive work culture with opportunities for personal and professional growth
    • Flexible hybrid work model for office-based roles
    • Comprehensive benefit plans promoting work-life balance and wellbeing
    • Emphasis on equality, diversity, inclusion, work-life balance, and more
    • Access to learning and development opportunities through LinkedIn Learning, internal Talent Marketplace, and networking events
    • Social impact initiatives and volunteer programs for local and global contributions
    • Purpose-driven work environment dedicated to upholding justice, truth, and transparency through industry-leading products and services

    Ready to be part of an impactful team that is reshaping the future of knowledge work? Join Thomson Reuters to contribute to industries that drive societal progress and uphold core values in a diverse and inclusive work environment.

    Accessibility Statement:

    At Thomson Reuters, we value diversity and inclusivity, seeking qualified individuals globally regardless of various backgrounds or classifications under applicable law. We are an Equal Employment Opportunity/Affirmative Action Employer committed to providing a supportive workplace for all employees. Accommodations are available for individuals with disabilities and sincere religious beliefs as per regulations.

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