Trainee Client Executive

Thomson Reuters; Greater London; Vor Ort; GBP 25.000 - 35.000; Vollzeit

Zusammenfassung

Tech Sales Jobs is seeking a Trainee Client Executive to support small law firms across England & Wales. This entry-level role emphasizes account management, customer engagement and legal tech adoption, with progression toward Sales Executive or Client Executive positions.

You will help clients maximise value from Thomson Reuters subscriptions (CoCounsel, Westlaw, Practical Law) via self-serve tools and training, ensuring retention and identifying upsell signals.

Qualifikationen

• Customer-facing experience in any role with direct client contact.
• Strong communication skills across phone, video and email.
• Active listening to understand customer needs and usage.
• Organise and manage a portfolio of accounts with proactive check-ins.
• Comfort with technology and self-serve resources.
• Basic analytical skills to read usage data and trends.
• Problem-solving to handle routine queries and escalate when needed.
• Desire to learn and grow in account management or sales.
• Teamwork across Sales, Support and Customer Success.
• Eligible to work in the UK.

Aufgaben

• Own a portfolio of existing small law firm accounts and build key relationships.
• Proactively check in at onboarding, mid-term and pre-renewal points to reduce churn.
• Monitor usage data to spot early disengagement and raise at-risk accounts.
• Guide customers to digital self-serve tools and training resources.
• Navigate account administration tasks and route complex cases appropriately.
• Identify upsell/cross-sell signals and pass qualified opportunities to Sales.

Kenntnisse

Customer-facing experience

Strong communication

Active listening

Organisation & time management

Technology fluency

Analytical thinking

Problem solving

Eagerness to learn

Teamwork

Right to work in the UK

Ausbildung

Degree or equivalent

Tools

Salesforce

Jobbeschreibung

Trainee Client Exec

Location: United Kingdom, London

Remote Type: Hybrid

Time Type: Full time

Job Description

Job Description

Trainee Client Executive – Small Law Segment
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.

Key Responsibilities

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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

#LI-IG1

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.