New

Director, Account Specialist (Mexico/US Team)

Thomson Reuters
life insurance, parental leave, paid time off, paid holidays, tuition reimbursement, 401(k)
United States, D.C., Washington
1333 H Street Northwest (Show on map)
May 15, 2025
The Director, Account Specialist position plays a critical role in leading the account specialist team and ensuring smooth customer operations. This role involves driving the team to assist with sales, upsells, cross-sells, and supporting the renewal process while delivering exceptional customer service. The Director will lead a team of Managers and Account Specialists, ensuring they meet performance metrics and contribute to overall account management success. About the Role: In this opportunity you will: Collaborate with senior leadership to align account management strategies with overall business goals. Identify and mitigate potential risks to ensure the successful execution of strategic initiatives. Monitor industry trends and market conditions to inform strategic decision-making Ensure a high level of customer satisfaction by addressing issues promptly and effectively Monitor and report on sales, renewal, and upsell/cross-sell performance metrics delivering on results on assigned quotas and goals. Analyze customer data to identify trends and opportunities for improvement. Provide regular updates to the sales team and management on sales, renewal status, and performance metrics. Key Success Measures: Sales Performance:Team sales and revenue, team quota achievement, net dollar retention. Customer Relationship Management:Customer satisfaction, customer retention, Net Promoter Score (NPS), customer inquiry response time, customer issue resolution time. Operational Efficiency:Task completion rate, average task completion time, error rate, first contact resolution rate. Administrative Tasks:Document accuracy, data entry accuracy, report generation timeliness. Collaboration:Team collaboration, cross-functional collaboration. Mindsets & Behaviors: Customer Obsessed:Prioritize customer needs and satisfaction. Challenge & Commit:Take on challenges and commit to achieving goals. Growth Mindset:Embrace continuous learning and improvement. About You: You're a fit for the role if you have: Must have experience managing a team in Mexico/LATAM 10+ years experience in account management, retention & renewals, sales, or a related field. 8+ years experience leading a team of managers and individual contributors to include talent development and strong performance delivery. Excellent communication and interpersonal skills. Proficiency in CRM software and sales tools, driving utilization of tools and process training Analytical thinking and problem-solving abilities. Ability to work effectively with cross-functional teams. Drives and delivers against the strategic goals of the business to ensure team meets revenue targets and growth Adapts and executes functional strategies and contributes to the development of department strategies Provides leadership and direction through managers to meet financial and operational performance requirements and accountable for the results of the team Solves unique and complex problems that impact the business Must have the ability to travel to Mexico City on a regular basis (typically once a month) #LI-D2E What's in it For You? Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations. For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $177,800 - $330,200. This is inclusive of both base pay and any target sales incentive. Pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This job posting will close 07/05/2025. About Us Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here. Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found on thomsonreuters.com.