Client Engagement Specialist

**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 Global Risk Insights unit provides geopolitical, security, macroeconomic and regulatory insights to a wide range of customers including financial institutions, corporations, universities, government agencies, executives and business professionals. We help organizations navigate an increasingly complex world and manage risk to their business and staff.

**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 Global Risk Insights (GRI) customers in APAC. The Client Engagement Specialist is responsible for retaining the existing contract revenue within existing buying centers and supporting upsells into these accounts made by the Account Executive.

To this end the Client Engagement Specialist will need to liaise with DJ internal teams, particularly the GRI Product, Technology, and Partnerships team 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 GRI accounts.

**You Will**:
Retention
- Be responsible for creating, owning and ensuring buy-in for the retention strategy for assigned GRI accounts, in collaboration with the Account Executive and your GRI CES colleagues
- Proactively provide a clear picture to management and collaborating team highlighting high risk renewal accounts within the region and strategy/ideas to turnaround
- Be Responsible for ensuring appropriate levels of product utilization for a defined set of GRI customers. This will include monitoring internal Tableau reports and other sources of data as appropriate. Accounts to be monitored monthly for usage increase/decrease.
- Be Responsible for ensuring the smooth and timely onboarding of new customers and new users at customer accounts within a defined set of customers; this to include appropriate levels of customer training either delivered directly or in collaboration with the Product Training Specialist team.
- Act as an internal point of contact for training on GRI products in the APAC region, working in collaboration with global GRI CES colleagues and with the Product Training Specialist team as appropriate.
- 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 Commercial colleagues deliver upsells of GRI products 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 cross-selling) and work with other members of the sales team to follow through on such opportunities.

Engagement
- Collaborate with the Account Executive and other GRI CES colleagues to build and deliver on Client Success Plans (CSPs) for a defined set of customers to drive engagements
- Analyse and review clients usage trends and behaviors monthly to adjust CSPs accordingly. If any potential upsell opportunities are discovered, they are passed on to the relevant AMs for follow-ups.

**You Have**:

- Min 2-4 years of proven success in client engagement, customer success or account management
- Experience and interest in Geopolitics, Risk, Security and Intelligence is highly desirable.
- Exceptional English-language written and verbal communication skills
- Proven ability to mu