Client Engagement Specialist

Job Description:

Client Engagement Specialist

Dow Jones      

About Our Organization:

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).

About the Team:

Our Business Intelligence Team provides services, solutions and support to a wide range of customers including financial institutions, corporations, universities, government agencies, executives and business professionals.

About the Role:

Under general supervision, the Client Engagement Specialist (CES) is responsible for managing all renewal aspects of the relationship with a defined set of customers. The Client Engagement Specialist is responsible for retaining the existing contract revenue within existing buying centers and supporting new sales into these accounts made by the Business Development Managers. 

To this end the Client Engagement Specialist will need to liaise with DJ internal teams to ensure the clients business needs are being met consistently to support the renewal. Ultimately the Client Engagement Specialist must develop and drive successful renewals ensuring a strong revenue base for Dow Jones. 

Success will be measured based on the retention rates of the Client Engagement Specialists assigned accounts.

You Will:

Retention  

• Responsible for owning the retention strategy for assigned Strategic accounts by building and executing a renewal plan

• Proactively provide a clear picture to management and collaborating team highlighting high risk renewal accounts within the region and strategy/ideas to turnaround

• Responsible for ensuring appropriate levels of customer training and product utilization by working with the Product Training Specialist team and monitoring internal CRM reports

• Oversee the overall renewal lifecycle; from pricing and contracting alongside the Account Executive, to invoicing and client support, so customer concerns get addressed correctly and efficiently throughout the fiscal year

• Support new sales into existing accounts to ensure maximum customer ROI with DJ

Customer Knowledge

• Know your customer including the development of good account understanding, business groups deriving value from DJ services, understanding the clients' business/industry, competitor solutions they are using and the client's current and developing needs

• Understand how your clients derive value from DJ services/products, know the people involved including decision makers within those groups.

• Serve as a client conduit internally for feedback and competitive intelligence to DJ Product, Content & Marketing.

Lead Generation

• Where possible identify opportunities for increased revenue within the set of accounts (up-selling and possibly cross-selling) and work with other members of the sales team to follow through on such opportunities.

The CES must maintain accurate and appropriate client records within the Company's systems. The CES will communicate with clients mainly via telephone and email.

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You Have:

• 2-4 years of proven success in client engagement, customer success or account management

• Exceptional written and verbal communication skills

• Proven ability to multi-task and adhere to tight deadlines in a fast-paced, collaborative environment

• Excellent project management and organizational skills with a keen attention to detail

• Proficient in Microsoft Office suite & Google Drive

• Knowledge of Salesforce & Tableau desirable

Our Benefits

• Comprehensive Insurance & Retirement plans

• Paid Time Off and Leaves

• Education Benefits

• Family Care Benefits

• Career Growth Programs

• Access to Dow Jones Products

• Employee Referral Program

• Employee Well-being Support & Fitness Programs

Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area:

Dow Jones - Business Intelligence

Job Category:

Sales

Union Status:

Non-Union role

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