Vice President – Customer Proposition

The VP, Customer Proposition, Small-Mid Firms defines strategic priorities, identifies new growth opportunities based on understanding customer pain points and needs, formulates customer offerings and owns pricing across the Small-mid Firms customer segment within Tax and Accounting Professionals business. This role will be based in Ann Arbor, MI or Dallas, TX.

Key Areas of Responsibility:

• Driving customer value proposition (branding, serving, pricing bundles, end-to-end implementation)
• Setting strategic priorities for short and long-term customer growth and expansion
• Coordinating pricing, packaging and bundling across customer offerings
• Build customer propositions which incorporate our products, services and channels into solutions which can be easily and effectively articulated and communicated to our customers
• Identify key customer segments within Small & Mid Size accounting firm segment
• Lead a team to develop micro-segments within our broader customer segments and design market leading propositions for these groups of customers.

Accountabilities:

• Collaborates with sales, account management, marketing and strategy teams to continually gather and analyze customer and competitive trends for the development of value propositions for the business
• Leads team to develops future offerings and campaigns tailored for Small & Medium firms with input from product and marketing teams. Collects and understands customer pain points and unmet needs
• Serves as primary liaison to commercial excellence teams and works with sales and marketing to offer competitive packages to identified customer segments
• Collaborates closely with analytics team to develop target customer lists with high propensity to buy specific products and services; provide sales team with target list and with specific value proposition developed from interpreting analytics
• Works closely with Product Strategy on deign and/or optimization of products across the Small & Mid Professional firms market
• Collaborates to create the go-to-market activities to inform the design of collateral, campaigns, and training materials that support the portfolio strategy and vision and key commercial launches
• Owns the customer buying experience, from pre-sales through retention.
• Coordinates across various TR teams (product management, strategy, customer success, etc) to ensure a consistent E2E experience for the customers, across a variety of products.
• Identifies customer pain points and triages any issues that occur in the complete customer journey (interest/exposure, usage, evaluation, service, renewal, retention)
• Provide management oversight for executing against strategic plans and tracking progress of strategic initiatives (e.g contractual and operational deliverables, operational alignment with financial objectives, and cross functional coordination)

Key Deliverables:

• Delivery of target financial and strategic objectives for the Small-Mid firms segment (Growth in gross sales, growth through cross-sell/up-sell, net new customer acquisitions, etc)
• Annual improvements in organizational effectiveness (client-centricity, customer approach, rapid decision making)
• Deliver results against targeted objectives for specific value propositions identified
• Partner closely with Product Management, Sales and Marketing to design and provide offerings that resonate with the market and deliver these results
• Create and maintain buyer personas to enable clear communication and focus on customer needs across the team

Skills and Experience:

• Skilled at prioritization, conflict resolution and creative problem-solver who is able to think outside the box and draw on data points from across the team to define win-win outcomes for customers and the business
• An outside-in focus: outstanding end-customer relationship skills
• Demonstrated ability to think both strategically and tactically
• Experience leading a team of senior team members/managers, developing talent and focusing priorities
• Flexibility in adjusting to new, different and changing business requirements and decisions
• Ability to influence at all levels within the organization (both directly and indirectly) and across all functions with a team oriented style.
• In-depth experience in customer journeys (including digital customer journey, B2B digital is preferred)
• 8+ years of experience leading growth in the software and solutions industry, with specifically 4-6 years’ experience in general management/direct sales/account management

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one – collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 25,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance – and their own.

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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Locations
Ann Arbor-Michigan-United States of America;Carrollton-Texas-United States of America