• Strengthen and grow the relationship and opportunity with each account in your portfolio (typically 5-10) • Ensure renewal and growth of each account in your portfolio • Serve as the dedicated point of contact for your accounts and respond to all requests quickly and professionally • Pitch our product roadmaps to identify opportunities where we can help your accounts achieve their business objectives • Stay up to date on each of your accounts’ businesses and objectives so you’re able to identify opportunities for Bazaarvoice to help now and in the future • Provide monthly and quarterly business reviews for each of your accounts, as well as brainstorming and strategy sessions • Craft compelling narratives out of performance data to convey our value • Attend and host relationship building and networking events • Leverage the strong, trusting relationships you’ve built and the fantastic results your clients see using Bazaarvoice to generate referrals for new business

• Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey • Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans • Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes • Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives • Drive customer reference-ability and continuous improvement of customer advocacy measures • Prepare and deliver territory plans to define account strategies and align resources • Team and establish shared accountability with adjacent functions in key points of the customer journey

• Support customers across our Risk & Fraud suite of products • Deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins • Co-create customer success plans, deliver executive business reviews, demonstrate value, and identify and mitigate risk • Serve as a deep product expert in event settings, like industry conferences and webinars • Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings • Develop enablement for customers and Thomson Reuters employees • Utilize technology tools (e.g., Gainsight, Salesforce, Gong) to manage client information, pipeline, and financial forecasts accurately

• Act as the primary point of contact for assigned accounts with a scaled, high-efficiency engagement model and build trusted advisor relationships with key decision-makers • Identify upselling opportunities within the current customer portfolio leveraging analytics and sales data to expand brand adoption of POS and value-added services • Deliver tailored success plans using data-driven insights to define clear success criteria, and track progress toward outcomes • Monitor account health through product usage metrics, engagement patterns, and customer feedback, and initiate outreach based on key triggers • Collaborate with executive sponsors to maintain high-level stakeholder engagement and influence renewal outcomes across your portfolio • Identify early warning signs of disengagement or churn risk and take proactive action to mitigate and restore customer health • Escalate at-risk customers and concerns through internal channels and lead cross-functional efforts to address complex issues • Partner with Sales and Marketing to align on messaging, share customer stories, and develop segment-specific engagement strategies • Work with Support and Product teams to surface and resolve recurring customer challenges • Participate in ongoing product training, knowledge sharing, and best practice initiatives within the Customer Success team to continuously improve processes and team effectiveness