Client Engagement Specialist

Your roleOur 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 you will need to collaborate with Dow Jones DJ internal teams to ensure the clients needs are met consistently to support the renewal Ultimately you must grow successful renewals ensuring a strong revenue base for Dow Jones Success will be measured based on the retention rates of the assigned accounts You will own and supportRetentionResponsible for owning the high touch retention strategy for assigned Strategic accounts by building and executing a renewal planLead the renewal conversations with clients and in conjunction with the Account Managers build the renewal proposal and finalise pricingResponsible for developing and implementing a low touch mass communication retention program for the long tail of smaller accounts within each territoryProactively provide a monthly report to the Regional Sales Director highlighting high risk renewal accounts within the region and strategy ideas to turnaroundResponsible for ensuring appropriate levels of customer training and product utilization by working with the Product Training Specialist team and monitoring internal reportsOversee the overall renewal lifecycle from pricing contracting to invoicing and client support so customer concerns get addressed correctly and efficiently throughout the fiscal yearSupport new sales into existing accounts to ensure maximum customer ROI with DJServe as a client conduit internally for feedback and competitive intelligence to DJ Product Content Marketing Customer OnboardingAccount Managers partner with CES to establish relationships with new clients either once the contract is signed or at the request of the clients at the selling stage to propose an implementation plan focusing on implementation plans of products in order to drive overall client adoption and success Lead new client onboarding training workshop based on the implementation plan and manage the implementation EngagementResponsible for working with RSD and internal teams to build annual Client Engagement Programs CEP and Client Success Plans CSP for both key clients and small to medium-sized clients to drive engagements Analyse and review clients usage trends and behaviors monthly to adjust CEPs and CSPs accordingly If any potential upsell opportunities are discovered they are passed on to the relevant AMs for follow-upsGeneral Account ManagementShared responsibility for general account administration work for example user swaps user allocations user lists invoicing issues and usage report requests Discussed in advance and shared between account managers and CES depending on workload Provide general account management cover to be shared with account managers for customers in open territories Remain in regular contact with APAC and global CES teams to learn and share best practices for retention and customer engagement programs and strategies New Starter Onboarding and Team Product TrainingAct as the lead for the Onboarding of New StartersLiaise with Sales Enablement and new starter Buddies for new starter training schedulingLead product training sessions for new startersHelp to ensure the existing team is up to date with product enhancements by running periodic team training sessions About Youxe2x80x8b Bachelor s degree with min 2 years of proven success in customer engagement or salesExceptional written and verbal communication skillsProven ability to multi-task and adhere to tight deadlines in a fast-paced collaborative environmentExcellent project management and organizational skills with a keen attention to detailOur BenefitsComprehensive Healthcare PlansPaid Time OffRetirement PlansComprehensive Insurance PlansLifestyle programs Wellness ResourcesEducation BenefitsFamily Care Benefits Caregiving SupportSubscription DiscountsEmployee Referral ProgramReasonable 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 talentresourceteam dowjones com 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 roleSince 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 Req ID 44231