Client Engagement Specialist
Client Engagement Specialist
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Job Description
Job Description:
Under general supervision the Client Engagement Specialist (CES) is responsible for managing all renewal aspects of the relationship with a defined set of customers. You are 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 Client Engagement Specialist will need to liaise with DJ 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. You will report to the EMEA Retention Director.
You Will:
Retention
- Own the retention strategy for assigned Strategic accounts by building and executing a renewal plan
- Provide a clear picture to management and collaborating team highlighting high risk renewal accounts within the region and strategy/ideas to turnaround
- Ensure appropriate levels of customer training and product utilization by working with the Product Training Specialist team and monitoring internal Tableau reports
- 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 new sales 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 clients 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
- 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.
You Have:
- Min 2-4 years of experience in client engagement customer success or account management
- 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
- Knowledge of Salesforce & Tableau desirable
Our Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Lifestyle programs & Wellness Resources
- Education Benefits
- Family Care Benefits & Caregiving Support
#LI-Hybrid
Reasonable accommodation: Dow Jones Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law. EEO/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 email us at Please put Reasonable Accommodation in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.Business Area:
Dow Jones - Business IntelligenceJob Category:
SalesUnion Status:
Non-Union roleRequired Experience:
Unclear Seniority
Employment Type
Full-Time
