Client Engagement Specialist
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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. 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 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.
Key Responsibilities:
Retention
Responsible for owning the retention strategy for assigned Strategic accounts by building and executing a renewal plan
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 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
Where possible 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 Companys systems. The CES will communicate with clients mainly via telephone and email.
Preferred Skills:
Min 2-4 years of proven success 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
Business Area:
Dow Jones - Business IntelligenceJob Category:
SalesUnion Status:
Union roleRequired Experience:
IC
Key Skills
- Business Development
- Employee Orientation
- Public Health
- Account Management
- VersionOne
- Conflict Management
- Project Management
- Relationship Management
- Team Management
- Customer relationship management
- Human Resources
- Public Speaking
About Company
Dow Jones is the definitive source of premium business news, data and intelligence that moves markets and minds. Dow Jones helps you cut through the noise and act with clarity. Whether you're navigating risk, seizing market opportunity, or staying ahead of global events, Dow Jones giv ... View more
