Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world’s largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Barron’s, MarketWatch, Mansion Global, Financial News, Investor’s Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).
About the Team:
Our Global Risk Insights unit provides geopolitical, security, macroeconomic and regulatory insights to a wide range of customers including financial institutions, corporations, universities, government agencies, executives and business professionals. We help organizations navigate an increasingly complex world and manage risk to their business and staff.
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 APAC. The Client Engagement Specialist is responsible for retaining the existing contract revenue within existing buying centers and supporting upsells into these accounts made by the Account Executive.
To this end the Client Engagement Specialist 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
Be responsible for creating, owning and ensuring buy-in for the retention strategy for assigned GRI accounts, in collaboration with the Account Executive and your GRI CES colleagues
Proactively provide a clear picture to management and collaborating team highlighting high risk renewal accounts within the region and strategy/ideas to turnaround
Be 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.
Be 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 APAC 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 the subject matter expert for GRI products in the APAC 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.
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 but also via face to face meetings in the APAC 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 languages beyond English are desirable (Mandarin / Japanese preferred)
APAC Benefits
Comprehensive Insurance & Retirement plans
Paid Time Off and Leaves
Education Benefits
Family Care Benefits
Career Growth Programs
Access to Dow Jones Products
Employee Referral Program
Employee Well-being Support & Fitness Programs
Business Area:
Dow Jones - Business IntelligenceJob Category:
SalesUnion Status:
Non-Union role
