JOB SUMMARY:

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.

PREFERRED SKILLS:

• 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)
  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/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 Intelligence
  Job Category: Sales
  Union Status:
  Non-Union role
  Since 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: 48530

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 APAC regio

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 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 will be 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.