Product Success Manager - Direct Tax

Thomson Reuters is a leading provider of trusted content and technology for professionals in various sectors. They are seeking a Product Success Manager for Direct Tax to oversee client relationships, respond to technical requirements, and enhance customer satisfaction through effective communication and problem-solving.

Responsibilities:

• Serve as the authoritative product expert for Direct Tax, possessing an intricate understanding of its features, capabilities, and best practices
• Deliver advanced customer recommendations and workshops on Direct Tax's functionalities, tailored to specific customer needs
• Act as the first point of CSM escalation for deep technical product questions related to Direct Tax, troubleshooting challenges, and providing sophisticated solutions
• Develop, execute, and monitor comprehensive Direct Tax Customer Success Plans that align with the customer's strategic objectives and desired outcomes
• Proactively identify 'moments that matter' within the Direct Tax customer journey, ensuring smooth implementation and continuous value realization
• Drive active Direct Tax customer health tracking key metrics and intervening with targeted strategies where needed
• Collaborate with customers to define and track specific success metrics for Direct Tax, translating usage into quantifiable business value and demonstrable ROI
• Prepare and deliver compelling strategic business reviews (QBRs/EBRs) focused exclusively on Direct Tax performance, showcasing achievements, identifying opportunities, and aligning on future roadmap
• Work seamlessly across the sales and retention organization to provide Direct Tax-specific insights and support, ensuring a cohesive and integrated customer experience across all products
• Partner with our Product, Engineering, Sales, and Support teams to funnel customer feedback and insights regarding Direct Tax, influencing product enhancements and new features
• Identify opportunities for Direct Tax expansion within existing accounts, partnering with Customer Success Managers and sales teams to drive growth
• Cultivate strong relationships with key stakeholders and executive sponsors within customer accounts, fostering Direct Tax champions and advocates
• Stay abreast of industry trends in trade compliance, positioning yourself as a trusted advisor to our Direct Tax customers

Requirements:

• 5+ years of progressive experience in Customer Success Management, Professional Services, Customer Support, or a related client-facing role within a SaaS environment
• Demonstrable deep expertise and hands-on experience with OneSource Direct Tax, formerly known as Integration Point
• Bachelor's degree in a relevant field (e.g., tax, accounting). Masters or CPA is a plus
• Prior experience in the tax technology sector or direct experience working with tax professionals, accounting firms or corporate tax departments is highly preferred
• Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, and accountable
• Ability to travel 25%
• Salesforce and/or Gong experience is a plus
• Functional/technical skills in GenAI systems and AI prompting engineering, particularly as they apply to corporate tax workflow, tax research, and analysis