Join TRG Screen: Building World-Class Teams. One Expert at a Time.
Are you ready to be part of a dynamic team at the forefront of subscription spend management innovation?
At TRG Screen, we're not just redefining how organizations manage their subscription expenses – we're shaping the future of the industry. With cutting-edge solutions and a commitment to excellence, we empower businesses around the globe to optimize their subscription investments and drive sustainable growth.
Join us in our mission to revolutionize subscription management and make a meaningful impact on the way businesses access and utilize critical information. At TRG Screen, your talent and ambition will find a home, where opportunities for growth and advancement abound.
About TRG Screen
TRG Screen is the leading provider of market data and subscription management technology and automation solutions, tailored to the unique needs of financial institutions and legal firms. Our integrated suite of solutions includes market data and subscription spend management, usage management, compliance reporting, and comprehensive managed services, which hundreds of clients worldwide use to remove cumbersome and inaccurate manual processes and gain control over market data and subscription costs at scale. For more than 25 years, TRG Screen has enabled businesses who rely on market data to monitor and strategically manage spending and usage of data and information services, including market data, research, software licenses, consulting and other necessary corporate expenses. TRG Screen solutions give decisionmakers full transparency into subscription spend and usage, enabling them to proactively manage subscription costs at scale, conduct more informed vendor negotiations, improve governance, and avoid unnecessary spending on these mission-critical business services. TRG Screen is headquartered in New York City, with offices in Europe and Asia, as well as a 24x7 client support center in Bangalore, India.
TRG Screen is a portfolio company of Vista Equity Partners, one of the world’s largest and most respected private equity firms.
The RoleAs a Customer Success Manager (CSM), reporting to the Manager of Customer Success, you will work directly with customers to ensure they have realized maximum value from our platform. Working in partnership with our Technical Solutions, Sales, Professional Services, and Managed Services teams, you will help our customers achieve business goals and program impact while driving retention and growth for TRG Screen. You will also amplify the voice of the customer internally by driving continuous feedback into cross-functional teams on ways we can better serve our customers. This role will own a named portfolio of accounts and will be responsible for delivering an optimal customer experience, fostering positive customer outcomes and supporting ongoing impact. Responsibilities Our Customer Success mission is to ensure our customers achieve an optimal return on their TRG Screen investment. To achieve this, our Customer Success Managers seek a deep understanding of customer goals, identifying innovative solutions which align to desired platform outcomes. CSMs will partner with customers to develop success plans track KPIs and provide recommendations to ensure overall account health throughout the customer journey. When our customers realize success, TRG realizes success via high customer satisfaction, growth, and retention.
Key areas of emphasis and success indicators for our CSMs include:
- Retention: Retain recurring revenue in customer portfolio
- Positive Customer Experience: Build customer usage, adoption and perceived ROI by delivering an optimized customer experience and proving value throughout the customer journey
- Scale Success: Develop an advanced understanding of customer goals to identify innovative solutions and recommendations which foster increased usage and growth across new products/features
Skills and Qualifications
- 3 + years’ experience: as a Customer Success Manager or Account Manager at a technology SaaS company or supporting a SaaS product.
- Proven track-record of helping customers drive sustained product adoption, customer satisfaction, and overall customer health.
- Experience in working within in a complex, highly regulated market.
- Record of helping clients optimize a robust product portfolio, including migrations, integrations etc.
- Proficient user of customer success and related CRM systems, like salesforce.com, Gainsight etc.
- Effective at establishing credibility and influencing executive leadership within large enterprise organizations.
- Proven ability to proactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals.
- Understanding of the customer journey and experience serving as a strategic advisor in translating customers’ goals into outcomes through ownership and execution of a customer success plan.
- Ability to prioritize accounts to focus efforts based on perceived risk, potential growth, strategic value and renewal timeframe.
- Well-versed in communicating value and guiding customers to achieve their defined business objectives.
- Extensive experience leading effective and consistent customer Business Reviews based on defined rubric.
- Strong written and verbal communication skills.
- Ability to translate technical functionality into appropriate use cases that drive value for the client.
- Can empathize with customers and stakeholders at all levels, with an ability to convert empathy into advocacy.
- Prepared to travel ~25% annually for customer and internal onsite meetings.
Join TRG Screen and unlock your potential in an environment where innovation thrives, opportunities abound, and your contributions make a difference. We are an equal opportunities employer. We recognise and value the power of diversity in our workplace and are committed to being an employer of choice for everyone. We welcome and encourage applicants from all backgrounds. All applications for employment are considered strictly on the basis of merit.
At TRG Screen, we understand that diverse and inclusive teams are not just beneficial, they are essential to our success. We recognize that embracing diverse perspectives, backgrounds, and experiences fosters innovation, enhances problem-solving capabilities, and drives better business outcomes. By cultivating a culture of inclusion where every voice is heard and valued, we empower our world class teams to thrive, excel, and drive positive change.
We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.