Under general supervision, the Client Engagement Specialist (CES) is responsible for managing all renewal aspects of the relationships with our Newswires customers in EMEA. 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, particularly the Newswires 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 Newswires and Partnerships accounts.
Key Responsibilities:
Retention
- Responsible for creating, owning and ensuring buy-in for the retention strategy for assigned Newswires accounts alongside both the Account Executive and your Newswires CES colleagues
- Proactively provide a monthly or bi monthly 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 - key accounts to be monitored monthly for usage increase/decrease.
- 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
- Learn and understand all of the Newswires delivery channels and partners, to be able to serve insightful advice to clients on best practices and utilisation of Dow Jones content via partners.
- Create and adhere to SLA for client response
- Understand and advocate for use of DJ suite of tools, to include NewsPlus and the full spectrum of associated newswires
Customer Knowledge
- Know your customer including the development of good account understanding, business groups deriving value from DJ services, understanding the clients’ exposure to the financial markets and data sector, 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 but also via face to face meetings in European financial centres.
Preferred Skills:
- Min 2-4 years of proven success in client engagement, customer success or account management
- Experience and interest in Financial Markets, Financial Technology, Asset Management, Trading is highly desirable.
- Exceptional 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, Google templates, Google distribution lists.
- Knowledge of Salesforce & Tableau desirable
- Knowledge of Bloomberg, Factset and other Financial data systems is highly desirable
- Additional European languages beyond English is desirable
Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
#LI - Hybrid