Client Engagement Specialist

Job Description

Reporting to the EMEA Retention Director the Client Engagement Specialist (CES) manages all renewal aspects of the relationship with a defined set of customers. The Client Engagement Specialist retains 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 collaborate with our teams to ensure the clients our needs are met to support the renewal. The Client Engagement Specialist must grow successful renewals ensuring a revenue base for Dow Jones. Success will be measured based on the retention rates of the Client Engagement Specialists assigned accounts.

Responsibilities

Retention

• Oversee the retention strategy for assigned Strategic accounts by building a renewal plan
• Provide a monthly report to manager 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 reports
• Oversee the renewal lifecycle; from pricing, contracting, to invoicing and client support, so customer concerns get addressed correctly throughout the fiscal year
• Support new sales into existing accounts to ensure maximum customer Return on investment 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 our client's current and developing needs.
• Understand how your clients find value from DJ services/products, know the people involved including decision makers within those groups.
• Be a client conduit internally for feedback and competitive intelligence to DJ Product, Content & Marketing.
  
  

Lead Generation

• Must 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 such opportunities.
• The CES must maintain accurate and appropriate client records within the Company's systems. The CES will communicate with clients with telephone and email.
  
  

Required Skills And Experience

• Min 3 years of experience in customer engagement or sales
• Adhere to tight deadlines in a fast-paced, collaborative environment
• Excellent project management and organizational skills with a keen attention to detail
  
  

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/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, email us at [email protected]. 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 Intelligence

Job Category: Sales

Union Status

Non-Union role

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.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Req ID: 43094