About the Role

As the Manager of the Client Specialist Team, you will be responsible for leading and developing a team of 10 Client Specialists located in Mexico City and the United States. This role is crucial in establishing and managing the Client Specialist function, which supports our Core Accounts (customers spending up to $5,000 on tax workflow products). You will be tasked with creating and implementing sustainable processes that drive value and impact for this client base while ensuring team efficiency and effectiveness.

Key Responsibilities:

Lead and manage a team of 10 Client Specialists across multiple locations (Mexico City and US), providing guidance, support, and performance management.

Develop and implement strategies to establish the Client Specialist function, including defining workflows, best practices, and performance metrics.

Create and maintain sustainable processes that maximize value and impact for the Core Account client base.

Set and monitor team performance goals, ensuring alignment with department and company objectives.

Collaborate with other departments to ensure seamless integration of the Client Specialist function within the broader organization.

Analyze team performance data and client feedback to continuously improve processes and customer experience.

Develop and implement training programs, in partnership with our TAP Internal Training team, to enhance the skills and knowledge of the Client Specialist team.

Oversee the execution of campaign-based initiatives targeting Core Accounts.

Manage resource allocation and workload distribution among team members to ensure optimal efficiency.

Identify opportunities for automation and technology implementation to improve team productivity.

Regularly report on team performance, challenges, and opportunities to senior management.

Ensure compliance with company policies and industry regulations across all team activities.

About You

Bachelor's degree in Business Administration, Management, or related field (or equivalent experience).

3-5 years of experience in customer service, account management, or related field in the tax and accounting software industry.

1-2 years of team lead or supervisory experience preferred, but not required for candidates demonstrating strong leadership potential.

Proven track record of excellent performance in customer-facing roles and the ability to mentor others.

Strong understanding of tax and accounting software solutions and industry trends.

Demonstrated ability to develop and implement processes in a customer-centric environment.

Excellent communication and interpersonal skills, with the ability to build relationships at all levels of the organization.

Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.

Proficiency in CRM systems, data analysis tools, and Microsoft Office Suite.

Self-motivated with a proactive approach to problem-solving and process improvement.

Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

Experience working with or managing geographically dispersed teams is a plus.

Bilingual in English and Spanish a plus but not required.

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What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

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

Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet 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.

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.