Thomson Reuters
Cargo:
Gerente Sr – Serviços Profissionais – Campinas
Requisitos:
Accountable for professional services
within area of responsibility
(business unit/territory/software solution) with revenue targets.
The
Professional Service Manager
has the responsibility to develop and keep motivated a high performance team which provides high value services to our customer base from project implementation until business maintenance through our Prime Offer.
KPIs:
People (OHI, Personal Growth Index, Handover), Customer (NPS, CSAT), Finance (Revenue, Profitability, Churn), Operational (SLA, Aging, Backlog, Process Adoption, Pipeline)
Focus: Our People, Customer and New Opportunities Developing.
Accountabilities (About the Role)
Supports Business Leader to develop excellence services offers based on customer market needs and segment knowledge and OGST portfolio coverage.
Acts as Customer Focal Point in all aspects of Professional Services (Project and Support), streamlining the customer journey and ensuring high value deliveries through innovation, team expertise, marketing trends, all TR structure, and best practices, while seeking to leverage new service opportunities.
Advises team members, Solution Team, and Project Managers during implementation projects, supporting risk mitigation and project plan monitoring.
Develops and keeps motivated a high performance team, fostering integration between project consultants and customer support analysts.
Serves as a Customer Excellence business partner, aiming to enhance customer satisfaction, create a great customer experience, and simplify the customer journey (NPS and CSAT).
Manages Accounts Performance from Operational and Financial perspectives.
Supports business segments (Sales, Product, Support, etc.) on improvements to drive growth for PS and the entire TR.
Skills and Experience (About You)
Superior ability to engage and influence stakeholders, negotiation, conflict resolution, and problem-solving skills.
Proven experience managing teams and building effective relationships with internal and external customers.
Experience in Projects / Support / Sustaining Procedures and Best Practices.
Previous experience in project portfolio management and/or Professional Services consulting.
Experience in deployments, preferably financial and/or compliance software.
Functional and/or project management experience related to the implementation of OSGT, Compliance, or ERP software (preferably SAP, SD, MM, and FI modules).
Proven experience in an Agile business culture performing PO or Scrum Master roles.
Strong operational and project management, consulting, technology, and process improvement skills.
MBA in People Management or Project Management.
Bachelor's degree in finance, accounting, computer science, or related fields.
Fluent in English (full professional proficiency); Spanish is a plus.
Proficient in Microsoft Office.
Desirable Skills
Knowledge in Sales Tools such as Salesforce.
Advanced in BI (Power BI or Tableau, etc).
This role requires travel*
Depending on business/customer needs, the expectation is an average of between 10%-20% on an annual basis, considering the post-pandemic period.
What We Offer
Hybrid Work Model:
We adopt a flexible hybrid work model (2 to 3 days per week in the office, depending on the function), providing an experience that fosters team connection both digitally and physically.
Wellbeing:
Comprehensive benefits plan including medical and dental assistance, access to physical and psychological wellbeing platforms, flexible meal benefits, flexible vacation, two mental health days annually, remote work for up to 8 weeks a year, and employee incentive programs.
Culture:
A globally recognized company awarded for equality, diversity, inclusion, flexibility, work-life balance, and more.
Learning and Development:
Access to LinkedIn Learning; internal Talent Marketplace with opportunities to work on projects across teams; mentoring plans and Ten Thousand Coffees Thomson Reuters, a program for conversations with leaders.
Social Impact:
Four employee resource groups; two days of paid volunteering annually; environmental, social, and governance (ESG) initiatives for local and global impact.
Purposeful Work:
We help our clients seek justice, truth, and transparency. Together, with the professionals and institutions we serve, we support the rule of law, facilitate commerce, counter bad actors, report facts, and provide reliable, impartial information to people worldwide.
As a global company, we rely on diverse cultures and thoughts to achieve our goals. To ensure this, we seek qualified talent in all our operations worldwide, regardless of race, color, gender, nationality, religion, disability, age, marital status, or any other classification protected by national or local law. We take pride in being an equal opportunity employer.
By clicking “Apply”, the application process will begin. If you have any questions before clicking “Apply”, please contact the recruiter.
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