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For your reference, we have included the original job posting below.
Product Specialist / Customer and Support Trainer Job
Job Number:
25454557
Company Name:
Thomson Reuters
Job Category:
Customer Service
Product Specialist / Customer and Support Trainer Job
Product Specialist / Customer and Support Trainer (CUS00003183)
Product Specialist / Customer and Support Trainer-CUS00003183
Description
Thomson Reuters is a global leader in providing essential information to the world's businesses and professionals in Law, Financial Services, Tax & Accounting, Media, Healthcare and Scientific Research. With our deep expertise and understanding of these professions, we are able to offer our customers a broad range of innovative products and services. The relevant, insightful information and intuitive supporting systems we provide enable our customers to be successful. Thomson Reuters has operations in 93 countries around the globe.
Job Description
The Product Specialists are an integral part of the IP Solutions sales strategy and they play an important role in supporting client acquisition and retention efforts. Product Specialists partner with Sales and Account Management to meet new sales and renewal goals through the delivery of product demos, on boarding support and product training. This includes but is not limited to:
Understanding customers' business needs and then developing and delivering presentations which best highlight Thomson Reuters Solutions
Assisting in defining product solutions and developing on boarding plans
Supporting a blended learning model by creating recorded sessions and delivering public WebEx and onsite training
Job Responsibilities
Presales
Help Sales articulate the benefits of IP Solutions products to customers
Participate in presales activities including: gathering and responding to technical questions, product presentations and sharing of best practices
Look for up sell opportunities in conjunction with Sales
Meet service targets and help contribute to revenue targets
Understand how to tailor presentations to economic, technical and user buyers
Post Sales
Proactively initiate, design and deliver workshops and events for customers and prospects
Provide onsite and web-based demonstrations, training and workshops in support of sales activities to clients
Identify cross-sell and up sell opportunities
Contribute to the development and enhancement of training and sales support materials and strategies
Participate in multi-client technical conferences and trade shows
Provide feedback to product management and sales on clients' use of products, additional service needs and competitive situations
Deliver and organize workflow based training sessions for customers
Provide escalation support for customer services and other colleagues on product related issues
Use CRM as an activity planning tool and to capture all client related activity
Offer strong customer service skills as demonstrated by ability to anticipate and meet customer needs and build relationships
Identify client risk and opportunities and work closely with the account teams in order to maintain and further develop client satisfaction and retention
Qualifications
Skills and background Excellent knowledge of our customers' business needs and workflows
Must be able to work both independently and as part of a team selling environment.
Ability to communicate effectively at all levels and in all forms with clients, IP Solutions staff and 3rd party development and support organizations
Ability to gain and retain customer confidence and respect
Solid interpersonal and problem solving skills
Good time management skills to plan and prioritize workload and demands
Self starter
University degree
Proven team player
Builds strong relationships internally and externally with core stakeholders
Preferred:
Good knowledge of Thomson Reuters IP Solutions products including Derwent (DWPI), Thomson Innovation, Aureka
Some familiarity with patents, patent analytics and/or competitive products in the intellectual property space
Knowledge of how Intellectual Property is used and leveraged within a business
Experience as part of a solution-based selling team
Technical or scientific background
Competencies
Fluency in English and German - required. Multi-lingual preferred.
Customer focused
Consistently delivers on commitments
Active listener
Ability to work with remote cross-functional and cross-cultural teams
Thomson Reuter's employees take pride in providing our customers around the world with information that is timely, accurate, unbiased and trusted. We have a profound respect for the professionals and customers we service and define our success in terms of their success. Our work environment is dynamic, innovative and entrepreneurial. We have a result-oriented culture that demands excellence, agility and the desire to move quickly and precisely to seize opportunities. Our environment is both challenging and supportive - we give employees the opportunity to develop their skills and do their best work.
Thomson Reuters values diversity of culture and thought and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law
