Job Description:
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
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Responsible for owning the “high touch” retention strategy for assigned Strategic accounts by building and executing a renewal plan
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In conjunction with the account managers, build and maintain Strategic Account Plans for the top strategic accounts in each territory. Part of this process will include scheduling quarterly or half yearly account reviews with the customer.
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Lead the renewal conversations with clients and in conjunction with the Account Managers, build the renewal proposal and finalise pricing
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Responsible for developing and implementing a low touch, mass communication retention program for the long tail of smaller accounts within each territory
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Proactively provide a monthly report to the Regional Sales Director highlighting high risk renewal accounts within the region and strategy/ideas to turnaround
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Responsible for ensuring appropriate levels of customer training and product utilization by working with the Product Training Specialist team and monitoring internal reports
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Oversee the overall renewal lifecycle; from pricing, contracting, to invoicing and client support, so customer concerns get addressed correctly and efficiently throughout the fiscal year
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Support new sales into existing accounts to ensure maximum customer ROI with DJ
Customer Onboarding
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Account 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.
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Lead new client onboarding training/workshop based on the implementation plan and manage the implementation.
Customer Knowledge
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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.
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Understand how your clients derive value from DJ services/products, know the people involved including decision makers within those groups.
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Serve as a client conduit internally for feedback and competitive intelligence to DJ Product, Content & Marketing.
Engagement
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Responsible 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.
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Analyse and review clients usage trends and behaviours monthly to adjust CEPs and CSPs accordingly. If any potential upsell opportunities are discovered, they are passed on to the relevant AMs for follow-ups.
General Account Management
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Shared 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.
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Provide general account management cover (to be shared with account managers) for customers in open territories.
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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 Training
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Act as the lead for the Onboarding of New Starters
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Liaise with Sales Enablement and new starter ‘Buddies” for new starter training scheduling
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Lead product training sessions for new starters
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Help to ensure the existing team is up to date with product enhancements by running periodic team training sessions.
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.
Required Skills and Experience:
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Min 3 years of proven success in customer engagement or sales
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Exceptional written and verbal communication skills
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Proven ability to multi-task and adhere to tight deadlines in a fast-paced, collaborative environment
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Excellent project management and organizational skills with a keen attention to detail
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Proficient in Microsoft Office suite & Google Drive
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Bachelor’s degree
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
