Job Description: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 existing contract revenue within current buying centers and supporting new sales into these accounts led by the Account Executive. To this end, the Client Engagement Specialist will need to liaise with internal stakeholders to ensure that clients’ business needs are being met consistently to support service renewals. 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.Key Responsibilities:Retention / Relationship Management
Responsible for owning the retention strategy for assigned strategic accounts by building and executing a renewal plan
Proactively provide a monthly report to management highlighting high risk renewal accounts within the region along with a strategy and ideas to mitigate loss
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 and contracting, to invoicing and client support, ensuring customer concerns are addressed correctly and efficiently throughout the fiscal year
Support new sales into existing accounts to ensure maximum customer ROI by leveraging in depth knowledge of DJ customer accounts
Demonstrate customer knowledge including the deep understanding of customer accounts and how business groups derive value from DJ services. Understanding the clients’ business/industry and the competitor solutions they are currently using and how DJ products can displace them.
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.
Must 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.
Required Skills and Experience:
Minimum of 3 years of proven success in customer engagement or B2B 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
Proficiency in Microsoft Office suite & Google Drive
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
Req ID: 32521