Client Engagement Specialist

4 days ago

Sydney, New South Wales, Australia News Corporation Full time
Client Engagement Specialist - News Corp

The Client Engagement Specialist (CES) manages client relationships, renewals and optimization of existing accounts in their region. This role is critical to driving a strong retention strategy, reduce churn, and ensuring a high level of customer satisfaction across diverse markets.

To this end, you will work with various DJ internal teams to develop and execute retention strategies to ensure a strong and sustainable revenue base for the company. You will report to the Director of Client retention for APAC.

Key Responsibilities:

  1. Own the existing accounts for the region to ensure healthy client retention rates and reduce churn
  2. Design and implement region specific retention strategies tailored to local markets, aligning with company goals and driving client satisfaction
  3. Build and maintain excellent relationships with key clients. This means face-to-face and virtually, ensuring all DJ services are delivered and maintained
  4. Provide accurate and timely reporting on retention metrics and churn risk
  5. Ensure appropriate levels of customer training and product utilization by working with the Product Training Specialist team and monitoring internal reports
  6. Oversee the renewal lifecycle; from pricing, contracting, to invoicing and client support, so customer concerns get addressed correctly throughout the fiscal year
  7. 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.
  8. Serve as a client conduit internally for feedback and competitive intelligence to DJ Product, Content & Marketing.
  9. 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.
  10. Maintain accurate and appropriate client records within our systems. You will communicate with clients mainly via telephone and email.

Required Experience:

  1. 2-4 years of experience in customer engagement or sales
  2. Proficient in local language and English
  3. Excellent project management and organizational skills with a keen attention to detail
  4. Proficient in Microsoft Office suite & Google Drive

Benefits:

  1. Comprehensive Insurance & Retirement plans
  2. Paid Time Off and Leaves
  3. Family Care Benefits
  4. Access to Dow Jones Products
  5. Employee Referral Program
  6. Employee Well-being Support & Fitness Programs

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/AA/M/F/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

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