Director, Technical Account Management
Thomson Reuters (New York City, New York)

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Thomson Reuters is the world's leading source of intelligent information for businesses and professionals. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare and media markets, powered by the world's most trusted news organization. With headquarters in New York and major operations in London and Eagan, Minnesota, Thomson Reuters employs more than 50,000 people in 93 countries. More information about Thomson Reuters and its financial performance can be found on www.ThomsonReuters.com.

Summary:

To deliver a high level of technical account service satisfaction to clients in the New York region through building and maintaining an efficient, skilled and motivated team through a combination of internal partnerships and well established relationships at senior levels with client stakeholders.   Ensure that the group provides required technical advice and expertise to assist clients in their technical infrastructure decisions, support pre and post sales activities, and provide client the technical interface into Thomson Reuters.  Drive client loyalty/satisfaction by ensuring high reliability and performance of Thomson Reuters' services and products.

 

Specific Responsibilities:

Mentorship & Leadership - motivate, equip and support staff in the performance of their assigned duties.  Establish specific performance objectives on a quarterly and annual basis; provide regular feedback on performance and coaching where additional support is required.
Partnership with Virtual Team - share ownership of the business with your peers in Sales, Engineering, Help Desk, Order Management, Training, Enterprise,  Operations and Third Party vendors through effective relationships with the regional leaders of these functions and their immediate managers.  Take ownership of all significant service issues or relationship issues resulting from client dissatisfaction with the products and services being delivered and manage client escalations effectively on a 24 x 7 basis.  Ensure that a tight partnership exists with Sales around:  assignment of TAMs to accounts and Account Managers; support of pre-sales efforts or sales campaigns; and the progression of orders to ensure timely revenue recognition.
Partnership with Clients - have active relationships with senior IT executives at our top client accounts.  Use these relationships in furtherance of the various Sales and Support objectives within the Region. Serve as the senior representative in dealing with significant service or implementation issues and efforts.
Management of Staff - manage all HR and administrative responsibilities for a team of ten professionals on a timely basis.  Recognize, reward and promote accomplishments and competencies that exemplify or contribute to higher levels of customer satisfaction and efficiency of job performance.  Identify behaviors or results that are not consistent with the expectation of the Technical Account Management role and take the actions necessary to ensure that our clients receive the best possible Technical Account Management support.
Execution of Campaigns & Initiatives - with your team, take ownership and ensure successful completion of campaigns, service initiatives, training efforts, product launches, rollouts, etc. within your region.  Participate in the development of these programs and manage and report on execution.
P&L Responsibility - for travel and entertainment expenses  
5+ years prior experiencing managing a client facing technical support and relationship function within the financial services industry.   Experience with the market data industry, knowledge of the major vendors and products, deep understanding of financial markets with an emphasis on the role and importance of market data and trading technology and the impact of change as a result of structural changes in the global markets. Knowledge of Thomson Reuters' products and services with knowledge of and experience with Open Systems (e.g. RMDS) and Transactional environments considered a strong  Excellent presentation skills with proven ability to interface at senior levels at both a technical and business level. BS/MS/MBA in fields such as Computer Science, Mathematics, Engineering or equivalent work experience.   Proven project management and organization skills in a dynamic business environment.

 

Thomson Reuters 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 professions and customers we serve 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. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer.