The Client Retention Specialist / Client Engagement Specialist (CES) is responsible for managing all renewal aspects of the relationship with a defined set of customers. The CES is responsible for retaining the existing contract revenue within existing buying centers and supporting new sales into these accounts made by the Account Executive. To this end the CES will need to liaise with Dow Jones internal teams to ensure the clients business needs are being met consistently to support the renewal. Ultimately the CES 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 CES assigned accounts.
Responsible for owning the “high touch” retention strategy for assigned Strategic accounts by building and executing a renewal plan
In conjunction with the account managers, build and maintain Strategic Account Plans for the top strategic accounts in each territory. Part of this process will include scheduling quarterly or half yearly account reviews with the customer.
Lead the renewal conversations with clients and in conjunction with the Account Managers, build the renewal proposal and finalise pricing
Responsible for developing and implementing a low touch, mass communication retention program for the long tail of smaller accounts within each territory
Proactively provide a monthly report to the Regional Sales Director 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 reports
Oversee the overall renewal lifecycle; from pricing, contracting, 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
Account Managers partner with CES to establish relationships with new clients (either once the contract is signed, or at the request of the clients at the selling stage to propose an implementation plan), focusing on implementation plans of products in order to drive overall client adoption and success.
Lead new client onboarding training/workshop based on the implementation plan and manage the implementation.
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.
Responsible for working with RSD and internal teams to build annual Client Engagement Programs (CEP) and Client Success Plans (CSP) for both key clients and small to medium-sized clients to drive engagements.
Analyse and review clients usage trends and behaviours monthly to adjust CEPs and CSPs accordingly. If any potential upsell opportunities are discovered, they are passed on to the relevant AMs for follow-ups.
General Account Management
Shared responsibility for general account administration work, for example, user swaps, user allocations, user lists, invoicing issues, and usage report requests. Discussed in advance and shared between account managers and CES depending on workload.
Provide general account management cover (to be shared with account managers) for customers in open territories.
Remain in regular contact with APAC and global CES teams to learn and share best practices for retention and customer engagement programs and strategies.
New Starter Onboarding and Team Product Training
Act as the lead for the Onboarding of New Starters
Liaise with Sales Enablement and new starter ‘Buddies” for new starter training scheduling
Lead product training sessions for new starters
Help to ensure the existing team is up to date with product enhancements by running periodic team training sessions.
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.
Required Skills and Experience:
Min 3 years of proven success in customer engagement or sales
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
Previous experience in similar Customer Engagement or Relationship Management roles primarily focused on retention and account renewal activities would be highly advantageous
Experience in integration software with technical knowledge on XML, Feeds, API will be desirable
Dow Jones , Making Careers Newsworthy
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/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, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.
Business Area: PIB - SALES
Job Category: Sales Group
Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
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Req ID: 26731