Summary of the Role The Senior Customer Success Manager is essential in driving customer engagement and customer relationship maximizing product usage, serving as the primary liaison for our most complex customers. This role ensures that customers fully adopt and leverage our solutions to achieve their objectives, deriving maximum value from their investments. Responsibilities include cultivating and maintaining long-lasting customer relationships, developing and executing personalized success plans, and facilitating seamless onboarding and training experiences. A critical focus is placed on closely monitoring adoption trends and usage patterns, and implementing strategies to boost product engagement and satisfaction. Regular check-ins and quarterly reviews are conducted to align with customer goals, while collaboration with sales identifies retention and expansion opportunities. This role also serves as a customer advocate, gathering feedback to influence product development, and partners with internal teams to align customer success with broader business objectives. Success is measured by metrics such as time to first value, customer health scores, and adoption rates of new features. About the Role Key Responsibilities and Tasks 1) Key Account Relationship Management: - Cultivate and sustain strong relationships with key/complex customer account stakeholders. - Act as the main point of contact for customer inquiries and support. 2) Success Planning and Execution: - Design and implement customer success plans tailored to each customer's specific goals and objectives. - Conduct regular check-ins and quarterly business reviews (QBRs) to assess progress and realign strategies as needed. 3) Customer Onboarding and Customer Education: - Guide new customers through the onboarding process, ensuring a smooth transition and rapid time to value (TTV). - Coordinate and deliver training sessions and webinars to educate customers on product features and best practices. 4) Adoption and Usage Monitoring: - Analyze customer usage patterns to identify adoption barriers and develop strategies to increase product engagement. - Monitor key performance indicators (KPIs) such as customer health scores and adoption rates to ensure high product utilization. 5) Retention and Expansion: - Collaborate with the sales team to manage renewals and identify upselling and cross-selling opportunities. - Work closely with customers to challenge and evolve their goals, driving high retention rates. 6) Customer Advocacy and Feedback: - Act as a customer advocate, gathering feedback to inform product development and marketing strategies. - Develop customer success stories and case studies to showcase the value of TR solutions. 7) Cross-Team Collaboration: - Partner with sales, marketing, and product teams to align customer success initiatives with business goals. - Participate in strategic account planning and joint campaigns with key partners. About you - Bachelor's degree in a relevant field (e.g. tax, accounting). Masters or CPA is a plus. Prior experience in the tax technology sector or direct experience working with tax professionals, accounting firms or corporate tax departments is highly preferred. - Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable. - Gainsight, Gong, or Salesforce user experience is a plus - Functional/technical skills in GenAI systems and AI prompting engineering; particularly as they apply to corporate tax workflow and tax research, and analysis - Understanding l wotaxkflows, terminology, and common challenges. - Ability to travel 25% #LI-TV1 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 $123,200 USD - $228,800 USD. 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 is inclusive of both base pay and any target sales incentive. This job posting will close 05/06/2026. 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

• Structured onboarding of new users • Software configuration and parameterization • Implement processes and deliver training • Implementation project management • Ongoing client relationship management • Operational support and troubleshooting • Demonstrations and presentations • Consultative and commercial activities • Ensure value delivery

• Account Management: Establish and nurture strong relationships with key university contacts, maintaining regular communication and follow-ups. • Serve as the primary point of contact for institutional partners, addressing their concerns, providing support, and ensuring a positive customer experience. • Utilize CRM dashboards on Monday.com and Hubspot to track progress and communication. • Create detailed project plans, timelines, and milestones for successful implementation. • Define clear objectives and outcomes for each phase of the implementation process. • Communicate with institutions via email to facilitate onboarding and provide support. • Conduct needs assessments to understand the specific requirements and expectations of each university. • Identify potential challenges and barriers to successful implementation. • Build strong relationships with key university stakeholders, including deans, faculty, IT staff, and administrators. • Develop and deliver training programs and workshops to familiarize educators with our learning and assessment products. • Ensure educators can effectively navigate, use, and integrate the software into their teaching methods. • Collaborate with institutional partners to customize the product to meet their specific curriculum and assessment needs. • Provide guidance on optimizing learner engagement. • Help institutional partners integrate assessment tools and quizzes from review products into their courses. • Equip educators to effectively track and analyze learner performance and product usage. • Host kick-off calls for learners from institutional partners, providing information and support to ensure a smooth start. • Collaborate with the sales, product, and academic success teams to ensure a seamless transition and ongoing support.

Role Description The ServiceNow Program Oversight Lead serves as the client’s independent authority and “Voice of the Customer” throughout the enterprise ServiceNow CSM and SPM deployments. This role provides governance, validation, and program oversight to ensure the implementation aligns with business objectives, adheres to ServiceNow leading practices, and avoids unnecessary customization or technical debt. The focus is on protecting the integrity of the platform, enforcing quality, and ensuring the program delivers as intended. ServiceNow CSM and SPM deployment experience is a must! Key Responsibilities - Technical Governance & Architecture Best Practice Oversight - Review and validate all Technical Design Documents (TDD) and Functional Requirements (FRD). - Enforce Out-of-the-Box (OOB) utilization, ensure alignment to CSDM, and maintain overall platform integrity and development standards. - Vendor Oversight & Delivery Accountability - Act as the primary liaison between business stakeholders and the implementation partner (e.g., HCLTech). - Identify and escalate risks, challenge architectural decisions, and ensure accountability across delivery. - Checkpoint & Deliverable Validation - Establish and enforce milestone checkpoints. - Validate “definition of done” and ensure all deliverables meet business requirements before acceptance. - Testing Strategy & Quality Assurance - Guide UAT strategy, test scenarios, and acceptance criteria. - Act as an independent arbiter on defects (bug vs. enhancement) and ensure readiness for go-live. - Strategic Alignment & Roadmap Support - Advise on platform roadmap and future phases (e.g., ITOM, HRSD). - Ensure current implementation supports long-term scalability and prepare the organization for adoption and transition. Qualifications - Bachelor’s degree in computer science or related fields with 5+ years’ experience as a Data Engineer. - 8+ years in the ServiceNow ecosystem, including 3+ years in a Lead Architect, Governance, or Strategic Advisory role. - Proven track record overseeing 2–3+ large-scale, full-lifecycle ServiceNow implementations (e.g., ITSM, SPM/ITBM, HRSD). - Strong understanding of ServiceNow best practices, including OOB utilization, CSDM alignment, and scalable platform design. - Ability to clearly communicate complex technical concepts to both executive stakeholders and technical teams. - Experience working alongside and challenging large system integrators (e.g., HCLTech). Preferred Qualifications - ServiceNow Certified System Administrator (CSA). - ServiceNow Certified Implementation Specialist (CIS). - Certified Technical Architect (CTA) or Certified Management Architect (CMA) (strong plus). - High emotional intelligence and strong stakeholder management. - Ability to navigate conflict and drive alignment across teams. - Maintains a partner-agnostic, objective perspective while holding delivery teams accountable. Locations - REMOTE Company Description Techstra Solutions is a certified woman-owned (WBENC) management consulting firm specializing in strategy, technology, and implementation services for large organizations undergoing digital and talent transformation. Our experienced team partners with clients to co-create innovative solutions in applications, data, AI, and automation that accelerate measurable, sustainable change. From advisory consulting through technical execution, we are dedicated to driving world-class business solutions that fit your strategic requirements and deliver results. For more information: www.techstrasolutions.com Equal Employment Opportunity Statement Techstra Solutions is an equal opportunity employer. The Company makes its decisions on merit, and its policy of equal opportunity prohibits discrimination in all phases of the employment process, including, but not limited to, recruitment, hiring, promotion, selection, transfer, demotion, layoff, termination, compensation, benefits, and other terms and conditions of employment. The policy of equal opportunity applies without regard to race, color, creed, religion, gender, sexual orientation, gender identification, pregnancy, marital status, national origin, ancestry, age, disability that can reasonably be accommodated without undue hardship, military status, veteran status, genetic predisposition or carrier status, alienage or citizenship, domestic partnership status, arrest or conviction record, status as a victim of domestic violence, or any other protected categories under federal, state, or local law. The Company also prohibits discrimination or harassment based upon the perception that a person has, or is associated with a person who has, any of these characteristics.