Client Engagement Specialist Job in Mumbai at Dow Jones & Company

Dow Jones & Company is hiring for the role of Client Engagement Specialist!

Responsibilities of the Candidate:

• Responsible for owning the “high touch” retention strategy for assigned Strategic accounts by building and executing a renewal plan
• Lead the renewal conversations with clients and in conjunction with the Account Managers, build the renewal proposal and finalise pricing
• Responsible for developing and implementing a low touch, mass communication retention program for the long tail of smaller accounts within each territory
• Proactively provide a monthly report to the Regional Sales Director highlighting high risk renewal accounts within the region and strategy/ideas to turnaround
• Responsible for ensuring appropriate levels of customer training and product utilization by working with the Product Training Specialist team and monitoring internal reports
• Oversee the overall renewal lifecycle; from pricing, 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
• Serve as a client conduit internally for feedback and competitive intelligence to DJ Product, Content & Marketing.
• Account Managers partner with CES to establish relationships with new clients (either once the contract is signed, or at the request of the clients at the selling stage to propose an implementation plan), focusing on implementation plans of products in order to drive overall client adoption and success.
• Lead new client onboarding training/workshop based on the implementation plan and manage the implementation.
• Responsible for working with RSD and internal teams to build annual Client Engagement Programs (CEP) and Client Success Plans (CSP) for both key clients and small to medium-sized clients to drive engagements.
• Analyse and review clients usage trends and behaviors monthly to adjust CEPs and CSPs accordingly. If any potential upsell opportunities are discovered, they are passed on to the relevant AMs for follow-ups
• Shared responsibility for general account administration work, for example, user swaps, user allocations, user lists, invoicing issues, and usage report requests. Discussed in advance and shared between account managers and CES depending on workload.
• Provide general account management cover (to be shared with account managers) for customers in open territories.

Requirements:

• ​Bachelor’s degree with min. 2 years of proven success in customer engagement or sales
• 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