Client Engagement Specialist

4 weeks ago

New York, New York, United States Dow Jones & Company, Inc. Full time
Job Description:

As a Client Engagement Specialist at Dow Jones & Company, Inc., you will play a crucial role in managing and renewing customer relationships using our third-party risk management solutions. Your primary focus will be to retain existing contract revenue and support new sales efforts led by the Account Executive. You will collaborate with internal stakeholders to ensure client's business needs are consistently met, driving successful renewals and maintaining a solid revenue base. The retention rates of assigned accounts will measure your success in this role.

Key Responsibilities:
  • Act as the primary point of contact for assigned accounts, building client trust and identifying opportunities for improvement and best practices.
  • Collaborate with the Product Implementation Team to ensure timely delivery of client solutions.
  • Review clients' risk management processes, align them with Dow Jones' third-party risk management solutions, and provide consultative support to help clients achieve their compliance goals.
  • Develop and execute retention strategies for assigned strategic accounts, focusing on successful renewals.
  • Provide monthly, quarterly, H1/H2 reports to management, highlighting high-risk renewal accounts and strategies to mitigate potential losses.
  • Work with the Product Training Specialist team and monitor internal reports to ensure clients receive appropriate training and maximize product utilization.
  • Oversee the entire renewal lifecycle, from pricing and contracting to invoicing and client support, ensuring all customer concerns are addressed efficiently.
  • Support new sales initiatives within existing accounts to maximize customer ROI by leveraging in-depth Dow Jones customer accounts knowledge.
  • Demonstrate a deep understanding of client use case, including how different business groups derive value from Dow Jones services and the competitor solutions they may be using.
  • Serve as an internal conduit for client feedback and competitive intelligence to inform Dow Jones' Product, Content, and Marketing teams.
  • Identify and pursue opportunities for increased revenue within assigned accounts, including up-selling and cross-selling, in collaboration with the sales team.
  • Maintain accurate and up-to-date client records within Salesforce, primarily communicating with clients via telephone and email.

Qualifications:
  • 3-5 years of proven success in customer engagement or B2B sales.
  • Risk & Compliance SaaS experience a plus.
  • Exceptional written and verbal communication skills.
  • Strong product demonstration skills.
  • Ability to multi-task and meet tight deadlines in a fast-paced, collaborative environment.
  • Analytical and process-oriented mindset.
  • Self-starter with the ability to quickly adjust priorities.
  • Excellent project management and organizational skills, with strong attention to detail.
  • Proficiency in Microsoft Office Suite, Google Drive.

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