We are seeking an experienced and dynamic Manager of Customer Product Education to lead our team of trainers in delivering exceptional training experiences for our suite of products, including AI solutions, designed for legal professionals. The successful candidate will be responsible for developing and implementing comprehensive training strategies, managing a team of trainers, and ensuring that customers achieve maximum value from our products. This is a unique opportunity to join an innovative company and make a significant impact on customer success.

About the Role:

Leadership and Team Management:

• Lead, manage, and develop a team of trainers to deliver high-quality webinars and by-request training sessions for our suite of products.
• Foster a culture of excellence, collaboration, and continuous improvement within the team.
• Measure and coach to training effectiveness metrics such as customer satisfaction, product usage, retention, and other metrics as determined.
• Ensure quality of customer contacts by monitoring team activity and participating in frequent job shadowing.
• Report out on monthly performance metrics and customer feedback with analysis and recommendations as directed.
• Conduct regular performance evaluations, provide feedback, and identify opportunities for growth and development.

Training Strategy and Development:

• Develop and implement a comprehensive training strategy that aligns with customer needs, product roadmap, and business objectives.
• Collaborate with cross-functional teams (Product, Sales, Marketing, and Customer Success) to ensure training content is accurate, up-to-date, and relevant.
• Design and deliver one-to-many group training programs that cater to diverse learning styles.

Content Creation and Maintenance:

• Oversee the development and maintenance of training content.
• Ensure that training content is engaging, informative, and aligned with product features and functionality.

Customer Engagement and Feedback:

• Analyze customer feedback and training metrics to identify areas for improvement and optimize training programs.
• Collaborate with Customer Success teams to ensure seamless handoffs and effective communication with customers.

AI Solution Training:

• Develop and deliver training programs specifically focused on our AI solutions, ensuring customers understand how to effectively utilize these tools to enhance their workflows.
• Stay up-to-date with industry trends and advancements in AI technology to ensure training content remains relevant and cutting-edge.

Operations and Administration:

• Manage training logistics, including scheduling, registration, and technical setup for webinars and in-person training sessions.
• Track and analyze training metrics, including attendance, engagement, and customer satisfaction.

About You

You are a fit for the role Manager, Customer Education if you have:

• JD or 5+ years of legal industry experience required
• Experience in training, education, or a related field, with a focus on software applications and technology.
• Experience in managing or coaching customer-facing teams.
• Knowledge of TR Legal products and how they are used by legal professionals. deep understanding of legal workflow and typical customer profile.
• Outstanding end-customer relationship skills
• Strong knowledge of adult learning principles, instructional design and training delivery methods
• Excellent communication, presentation and interpersonal skills
• Ability to work in a fast-paced environment and adopt to changing priorities

#LI-BS1

What’s in it For You?

Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you’ll be prepared to grow, lead, and thrive in an AI-enabled future. This includes:

• Industry-Leading 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.
• 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, and hybrid model, 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 skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint.
• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• 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.

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 base compensation range varies across locations.

For any eligible US locations, unless otherwise noted, the base compensation range for this role is $99,400 – $184,600.

This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

Base 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 is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

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 that celebrate diversity and inclusion. 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. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our 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/Affirmative Action 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.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.