Account Manager

Job Description

As an Account Manager, Academic & Government, you will be responsible for managing and growing relationships with existing academic customers, including university libraries, law schools, and law faculties. Specialising in legal information and technology solutions such as Westlaw, Practical Law, and CoCounsel, you will drive customer onboarding, adoption, engagement, and long-term success.

The primary focus of the role is to maximise customer lifetime value (LTV), improve renewal rates, and support contract retention through proactive account management and customer success initiatives. You will serve as a trusted advisor to key stakeholders, including faculty members, librarians, and administrative staff, ensuring customers realise maximum value from their investment.

In addition, you will identify and execute upsell and cross-sell opportunities, contributing to revenue growth while enhancing customer satisfaction and loyalty.

Working closely with Sales, Marketing, Customer Success, and Proposition teams, you will help deliver strategies that drive adoption, increase Net Revenue Retention (NRR), support package migrations, and strengthen long-term customer partnerships.

Key Responsibilities

In this opportunity as an Account Manager, Academic & Government, you will:

• Retention and relationship deepening: Build deep engagement within client organizations (university institutions) and expand relationships to drive renewals.
• Revenue maximization: Analyze customer usage and trends to strategically drive upsell and cross-sell opportunities.
• Renewal negotiation: Conduct price increase (PI) negotiations at the time of contract renewal.
• CX program execution: Deliver onboarding, training for users (faculty and students), and adoption consulting.
• Retention initiatives: Develop and execute plans to promote product adoption and prevent churn.
• Conference attendance and event planning: Plan and run user group meetings and webinars for existing clients.
• Improvement actions: Implement improvement actions based on NPS (Net Promoter Score) results.
• Operations management: Handle client inquiries and manage tasks and progress using Salesforce.

Required Qualifications

You’re a fit for the role of Account Manager, Academic & Government, if you have the following required qualifications:

• Experience: 3+ years of hands-on experience in customer success, account management, or post-sales roles
• Commitment to expertise: A dedicated commitment to the legal profession and legal industry, and a willingness to build strong business relationships.
• Communication: Ability to clearly convey product strengths and customer benefits, and to propose solutions to customer challenges.
• Technology: knowledge of generative AI and machine learning, and sufficient IT literacy to hold conversations about legal technology
• Attitude: Strong drive to achieve goals, ability to balance self-direction with teamwork, and flexibility in adapting to change.
• Language / Tools: Japanese (fluent), English (intermediate to advanced), and experience using CRM/SFA tools (e.g., Salesforce).

Preferred Qualifications

• Experience in sales, inside sales, business development, or territory management roles.
• Exposure to the academic, government, legal, or professional services sectors.
• Experience supporting or selling SaaS, legal technology, research, or information solutions.
• Familiarity with customer adoption, renewal, retention, and account growth strategies.

What’s in it For You?

• 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.

• 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.

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.

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