Dubai Jobs
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