Trainee Client Exec

Thomson Reuters; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Hybrid work model

Flexible vacation

Mental Health Days

Headspace access

Retirement savings

Tuition reimbursement

Volunteer days

Job summary

Thomson Reuters is seeking a Trainee Client Executive to protect and grow its CoCounsel, Westlaw, and Practical Law subscriptions across small law firms in England & Wales. You will build relationships, guide users through digital tools, and participate in onboarding, adoption, and renewal processes.

You will start in an entry-level role focused on retention, training, and account management, with a clear path toward Sales or Client Executive progression within a hybrid work environment.

Qualifications

• Up to 1 year of customer-facing experience.
• Clear communication by phone, video, and email.
• Active listening and curiosity to uncover needs.
• Strong organization and time management for portfolio of accounts.
• Comfort with technology and MS Office.

Responsibilities

• Retain existing subscribers and monitor account health.
• Guide customers to self-serve resources and trainings.
• Flag upsell or renewal opportunities for Sales.
• Collaborate with Sales, Support and Customer Success teams.

Skills

Customer-facing

Communication

Active listening

Organization

Tech-savvy

Analytical

Problem-solving

Learning mindset

Teamwork

Right to work

Education

Degree or equivalent

Tools

Microsoft Office (Outlook, Excel, Teams)

Salesforce / CRM

Job description

Job DescriptionTrainee Client Executive – Small Law SegmentThe Trainee Client Executive plays a vital role in protecting and growing CoCounsel's footprint acrosssmall law firms in England & Wales by focusing on retention and adoption within the existingcustomer base. This is an entry-level, developmental role designed to build a strong foundation inaccount management, customer engagement, and legal technology, with a clear progression pathtoward Sales Executive or Client Executive positions.The role's primary purpose is to ensure existing subscribers get maximum value from their ThomsonReuters subscriptions — CoCounsel, Westlaw, and Practical Law — by proactively supporting theiruse 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-sellrevenue.Key ResponsibilitiesCustomer Retention & Relationship Management• Own a portfolio of existing small law firm accounts, building relationships with day-to-dayusers 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 themmanage 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 canindependently resolve queries and deepen product usage — reflecting the reality that theplatform works with existing Thomson Reuters subscriptions to Westlaw and Practical Law,providing immediate access to trusted legal content, with no complex setup process ormonths-long training period required.• Help customers navigate account administration tasks (e.g. user management, billingqueries, access issues), directing more complex cases to the appropriate specialist team.• Track and encourage engagement with practice-area training resources and workflowsrelevant 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, growingusage patterns) and pass qualified opportunities to the Sales Executive in a timely, well-documented way.Required QualificationsCustomer-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.Preferred QualificationsLegal 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 SalesforceCommercial 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.#LI-IG1What’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 UsThomson 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 .Learn more on how to protect yourself from fraudulent job postings here .More information about Thomson Reuters can be found on thomsonreuters.com.