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Client Engagement Specialist
1 month ago
Client Engagement Specialist - Third Party Risk Management Solutions
Overview: The Client Engagement Specialist is responsible for managing and renewing customer relationships using Dow Jones' third-party risk management solutions. The primary focus is to retain existing contract revenue and support new sales efforts led by the Account Executive. The specialist 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 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.
- 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.
Business Area: Dow Jones - Business Intelligence
Job Category: Sales
Union Status: Union role
Pay Range: $75,000 - $95,000
We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.
Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.
For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce.
