Dow Jones Hiring for Client Engagement Specialist Job at Dubai Full Time

Job Description:

The Client Engagement Specialist (CES) is responsible for managing all renewal aspects of the relationship with existing and new customers within a defined territory. The Client Engagement Specialist is responsible for retaining the existing contract revenue and supporting new sales into these accounts made by the Account Executive. To this end, the Client Engagement Specialist will need to liaise with internal teams to ensure the client’s business needs are being met consistently to support the renewal. Ultimately the Client Engagement Specialist must develop and drive successful renewals ensuring a strong revenue base for Dow Jones. Success will be measured based on the retention rates of the Client Engagement Specialist’s assigned accounts.

Key Responsibilities:

• Retention
• Owning the retention strategy for assigned accounts by building and executing a renewal plan
• Proactively provide managers high-risk renewal accounts within the region and strategy/ideas for turnaround
• Responsible for ensuring appropriate levels of customer training (on site/online) and product utilization by working with the Product Training Specialist team and monitoring internal reports
• Oversee the overall renewal lifecycle; from pricing, and contracting, to invoicing and client support, so customer concerns get addressed correctly and efficiently throughout the fiscal year
• Support new sales into existing accounts to ensure maximum customer ROI with DJ
• Learn about customer industries and be a subject-matter expert on the various business functions Dow Jones work with.
• Know your customer including the development of good account understanding, understanding the client’s business/industry, competitor solutions they are using and the client’s current and developing needs.
• Understand how clients derive value from DJ services/products, and know the people involved including decision makers within those groups.
• Serve as a client conduit internally for feedback and competitive intelligence to DJ Product, Content & Marketing.
• Being in regular contact with existing customers, the CES will identify opportunities for increased revenue (up-selling cross-selling) and work with Account Managers to follow through on such opportunities.
• The CES will communicate with clients mainly via telephone and email, and therefore must maintain accurate and appropriate client records within the Company’s systems.
• The CES will be responsible for processing client’s contracts, answer billing queries and support Account Managers in getting internal approvals.
• Understand and stay up to date on Dow Jones products suite

Required Skills and Experience:

• Ideally a minimum of 3 years of experience in proven success in customer engagement or sales (but would be open to candidates will less years experience)
• Exceptional written and verbal communication skills
• Proven ability to multi-task and adhere to tight deadlines in a fast-paced, collaborative environment
• Excellent project management and organizational skills with a keen attention to detail
• Proficient in Google workspace suite of products, Microsoft Office suite, Salesforce, Online Communications solutions (Hangout, Zoom, Teams etc)
• Fluent in English and Arabic, a third language would be a plus

Dow Jones , Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. 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, please reach out to us at [email protected]. Please put “Reasonable Accommodation” in the subject line.

Business Area: PIB – SALES

Job Category: Sales Group

Union Status:

Non-Union / No clear and likely Internal Candidate (Employee Only) has been identified

Req ID: 34646