Client Engagement Specialist

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