Job Description:
About the Role:
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 the EMEA region. You are responsible for retaining the existing contract revenue within existing buying centers and supporting upsells into these accounts made by the Account Executive.
You 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.
You Will:
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 EMEA 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 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
- Serve as will be the subject matter expert for GRI products in the EMEA 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.
- Maintain accurate and appropriate client records within the Company’s systems. You will communicate with clients mainly via telephone and email but also via face to face meetings in the EMEA region.
You Have:
- 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 European languages are desirable (Spanish preferred)
Our Benefits
Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Insurance Plans
Lifestyle programs & Wellness Resources
Education Benefits
Family Care Benefits & Caregiving Support
Commuter Transit Program
Subscription Discounts
Employee Referral Program
#LI-Hybrid
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law.
Reasonable Accommodation
We are 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 or participating in an interview 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.
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Business Area:
Dow Jones - Global Business Operations
Job Category:
Sales
Union Status:
Non-Union role
