Client Engagement Specialist

2 days ago

Sydney, Australia Dow Jones Full time

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**:

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

**Required Experience**:

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

**APAC Benefits**
- Comprehensive Insurance & Retirement plans
- Paid Time Off and Leaves
- Education Benefits
- Family Care Benefits
- Career Growth Programs
- Access to Dow Jones Products
- Employee Referral Program
- Employee Well-being Support & Fitness Programs

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: 45145

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