Client Engagement Specialist

Dow Jones

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.
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:**
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 client s 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 Company s systems. The CES will communicate with clients mainly via telephone and email.
**You have:**
+ Min 2-4 years of proven success in client engagement, customer success or account management
+ Exceptional written and verbal communication skills
+ Proven ability to multitask and adhere to tight deadlines in a fast-paced, collaborative environment
+ Excellent project management and organisational skills with a keen attention to detail
+ Proficient in Microsoft Office suite & Google Drive
+ Knowledge of Salesforce & Tableau is desirable