The Client Engagement Specialist (CES) is responsible for managing all renewal aspects of the relationship with existing and new customers within a defined territory. The Client Engagement Specialist is responsible for retaining the existing contract revenue and supporting new sales into these accounts made by the Account Executive. To this end the Client Engagement Specialist will need to liaise with 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.
Owning the retention strategy for assigned accounts by building and executing a renewal plan
Proactively provide manager 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
Know your customer including the development of good account understanding, understanding the clients’ business/industry, competitor solutions they are using and the client’s current and developing needs.
Understand how 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.
Identify opportunities for increased revenue within the set of accounts (up-selling cross-selling) and work with other members of the sales team to follow through on such opportunities.
The CES will communicate with clients mainly via telephone and email, and therefore must maintain accurate and appropriate client records within the Company’s systems.
Required Skills and Experience:
Ideally a minimum of 3 years of experience in proven success in customer engagement or sales (but would be open to candidates will less years experience)
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 Google workspace suite of products , Microsoft Office suite, Salesforce, Online Communications solutions (Hangout, Zoom, Teams etc)
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
Non-Union / No clear and likely Internal Candidate (Employee Only) has been identified
Req ID: 34416