The Client Engagement Specialist (CES) is responsible for managing all renewal aspects of the relationship with a defined set of customers including relationship building, training, account administration, and development of strategic retention programs. 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 Account Managers. 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.
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, responsible for building and maintaining 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 key customers.
Lead the renewal conversations with clients and in conjunction with the Account Managers, build the renewal proposal and finalize pricing
Responsible for developing and implementing a low touch, mass communication retention programs 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 through regular training sessions
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
Lead new client onboarding training/workshops for all new customers and users based on the implementation plan and manage this implementation
In conjunction with Account Managers, establish relationships with new customers, focusing on implementation plans of products in order to drive overall client adoption and success
Develop strong account understanding, including business groups deriving value from our services, understanding the clients’ business/industry, competitor solutions they are using and the customers current and developing needs.
Understand how customers derive value from our services/products, know the people involved including decision makers within those groups.
Serve as a client conduit internally for feedback and competitive intelligence to Dow Jones Product, Content & Marketing.
General Account Management
Shared responsibility for general account administration work, for example, user swaps, user allocations, user lists, invoicing issues, and usage report requests
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.
Must maintain accurate and appropriate client records within the Company’s systems. The CES will communicate with clients mainly via telephone and email.
Internal New Starter Onboarding and Team Product Training
Act as the lead for the Onboarding of New Starters
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.
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
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: 23220