Client Engagement Specialist
Client Engagement Specialist
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Job Description
Job Description:
Job Summary:
Under general supervision the Client Engagement Specialist (CES) is responsible for managing all renewal aspects of the relationship with a defined set of Global Risk Insights (GRI) customers in APAC. This role will be focused on clients of the Dragonfly and Oxford Analytica brands and the SIAS and Daily Brief products.The Client Engagement Specialist is responsible for retaining the existing contract revenue within existing buying centers and supporting upsells into these accounts made by the Account Executive.
To this end the Client Engagement Specialist will need to liaise with DJ internal teams particularly the GRI Product Technology and Partnerships team 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 GRI accounts.
Key Responsibilities:
Retention
In collaboration with the Account Executive and your GRI CES colleagues responsible for creating owning and ensuring buy-in for the retention strategy for assigned GRI accounts
Proactively provide a clear picture to management and collaborating team highlighting high risk renewal accounts within the region and strategy/ideas to turnaround
Responsible for ensuring appropriate levels of product utilization for a defined set of GRI customers. This will include monitoring internal Tableau reports and other sources of data as appropriate. Accounts to be monitored monthly for usage increase/decrease.
Responsible for ensuring the smooth and timely onboarding of new customers and new users at customer accounts within a defined set of customers; this to include appropriate levels of customer training either delivered directly or in collaboration with the Product Training Specialist team.
Act as an internal point of contact for training on GRI products in the APAC region working in collaboration with global GRI CES colleagues and with the Product Training Specialist team as appropriate.
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 Commercial colleagues deliver upsells of GRI products 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
Serve as will be the subject matter expert for GRI products in the APAC region
Lead Generation
Where possible identify opportunities for increased revenue within the set of accounts (up-selling and cross-selling) and work with other members of the sales team to follow through on such opportunities.
Engagement
Collaborate with the Account Executive and other GRI CES colleagues to build and deliver on Client Success Plans (CSPs) for a defined set of customers to drive engagements
Analyse and review clients usage trends and behaviors monthly to adjust CSPs accordingly. If any potential upsell opportunities are discovered they are passed on to the relevant AMs for follow-ups.
The CES must maintain accurate and appropriate client records within the Companys systems. The CES will communicate with clients mainly via telephone and email but also via face to face meetings in the APAC region.
Preferred Skills:
Min 2-4 years of proven success in client engagement customer success or account management
Experience and interest in Geopolitics Risk Security and Intelligence is highly desirable.
Exceptional English-language 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
Additional languages beyond English are desirable (Mandarin / Japanese preferred)
Business Area:
Dow Jones - Business IntelligenceJob Category:
SalesUnion Status:
Non-Union roleRequired Experience:
Unclear Seniority
Employment Type
Full-Time
