Trainee Client Exec

Thomson Reuters; City of Westminster; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

Thomson Reuters is seeking a Trainee Client Executive to protect and grow CoCounsel adoption among small law firms in England & Wales. You will develop skills in account management, customer engagement, and legal tech while working towards future Sales Executive or Client Executive roles.

You will own relationships with day-to-day users and firm partners, guiding usage of CoCounsel, Westlaw and Practical Law, and handing high-potential opportunities to the Sales team for upsell.

Qualifications

• Customer-facing experience in roles with direct client contact.
• Clear and professional communication via phone, video, and email.
• Ability to manage a portfolio of accounts and coordinate with stakeholders.
• UK right-to-work and hybrid-working familiarity.

Responsibilities

• Own a portfolio of small law firm accounts, building relationships with users and firm decision-makers.
• Guide customers to self-serve resources and maximize use of CoCounsel, Westlaw, and Practical Law.
• Identify signals of upsell/cross-sell within existing accounts and pass qualified leads to Sales Executive.

Skills

Customer-facing experience

Strong communication

Active listening

Organisation & time management

Tech comfort

Analytical skills

Problem-solving

Eagerness to learn

Teamwork

Right to work in UK

Legal sector exposure

AI/Legal tech interest

SaaS / subscription experience

CRM experience (Salesforce)

Commercial awareness

Training or demo experience

Degree (law/business/comm.)

Education

Degree in law, business, communications or related subject

Tools

Salesforce

Microsoft Office

Job description

The Trainee Client Executive plays a vital role in protecting and growing CoCounsel's footprint across small law firms in England & Wales by focusing on retention and adoption within the existing customer base. This is an entry-level, developmental role designed to build a strong foundation in account management, customer engagement, and legal technology, with a clear progression path toward Sales Executive or Client Executive positions. The role's primary purpose is to ensure existing subscribers get maximum value from their Thomson Reuters subscriptions - CoCounsel, Westlaw, and Practical Law - by proactively supporting their use of digital self-serve tools, training resources, and account management functions. In doing so, the Trainee Client Executive directly protects retention and identifies signals of risk or opportunity, feeding qualified leads through to the Sales Executive for conversion into upsell or cross-sell revenue.

Customer Retention & Relationship Management

• Own a portfolio of existing small law firm accounts, building relationships with day-to-day users and firm decision-makers to understand how they are using their subscriptions.
• Proactively check in with customers at key points in their lifecycle (post-onboarding, mid-term, pre-renewal) to ensure satisfaction and reduce churn risk.
• Monitor account health and usage data to identify early warning signs of disengagement, escalating at-risk accounts appropriately.

Digital Adoption & Self-Serve Support

• Guide customers to the full range of digital support available to subscribers, helping them manage their accounts and make the most of CoCounsel, Westlaw, and Practical Law.
• Signpost and encourage use of self-serve training and help resources so customers can independently resolve queries and deepen product usage - reflecting the reality that the platform works with existing Thomson Reuters subscriptions to Westlaw and Practical Law, providing immediate access to trusted legal content, with no complex setup process or months-long training period required.
• Help customers navigate account administration tasks (e.g. user management, billing queries, access issues), directing more complex cases to the appropriate specialist team.
• Track and encourage engagement with practice-area training resources and workflows relevant to each customer's area of law.

Opportunity Spotting & Sales Handoff

• Identify signals of upsell, cross-sell, or expansion potential within existing accounts (e.g. requests for more seats, interest in additional Westlaw/Practical Law content, growing usage patterns) and pass qualified opportunities to the Sales Executive in a timely, well-documented way.

Requirements

• Customer-facing experience: Up to 1 year in any role where you dealt directly with customers or clients, such as customer service, a contact centre, retail, hospitality, an internship or a work placement.
• Strong communication skills: You can explain things clearly and professionally by phone, video call and email, and you adjust your style for different audiences, from day-to-day users to firm partners.
• Active listening and curiosity: You ask good questions to find out how customers use their products, what's getting in their way and what they need.
• Organisation and time management: You can manage a portfolio of accounts, plan proactive check-ins at key points in the customer lifecycle, and juggle competing priorities without letting follow-ups slip.
• Comfort with technology: You pick up new software quickly, feel confident guiding others through digital tools and self-serve resources, and can use Microsoft Office (Outlook, Excel, Teams).
• Basic analytical skills: You can read simple usage and account health data, spot trends or warning signs, and act on what you find.
• Problem-solving and judgement: You can resolve routine account queries (user management, access issues, billing questions) and recognise when to pass more complex cases to a specialist team.
• Eagerness to learn: You want to develop, welcome coaching and feedback, and are keen to build a career in account management, customer success or sales.
• Teamwork: You work well with colleagues across Sales, Support and Customer Success.
• Right to work: You are eligible to work in the UK.
• Legal sector exposure: Experience or study related to law, such as an LLB, GDL/PGDL, SQE preparation, or work as a paralegal or legal assistant. Alternatively, a general understanding of how small and high-street law firms in England & Wales operate.
• Interest in AI and legal technology: Experience with or a real interest in generative AI tools (such as CoCounsel) and how they are changing legal work.
• Software-as-a-service (SaaS) or subscription experience: Exposure to account management, customer success, inside sales or renewals in a software or information services business.
• CRM experience: Familiarity with customer relationship management or customer success platforms such as Salesforce.
• Commercial awareness: An understanding of retention concepts such as churn, renewals, product adoption and customer lifetime value, and the ability to spot signals for upsell or cross-sell.
• Training or demo experience: Experience showing others how to use a product, or running informal training sessions.
• Degree or equivalent: A degree in law, business, communications or a related subject, or equivalent practical experience.
• 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.

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.

Benefits

• 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.