At a Glance
- Tasks: Manage client relationships and drive successful renewals for Newswires customers.
- Company: Join a leading financial information provider with a focus on client engagement.
- Benefits: Enjoy comprehensive healthcare, paid time off, and education benefits.
- Other info: Hybrid work model with opportunities for growth in a dynamic environment.
- Why this job: Make a real impact by helping clients maximise their value from our services.
- Qualifications: 2-4 years in client engagement or account management; strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
Under general supervision, the Client Engagement Specialist (CES) is responsible for managing all renewal aspects of the relationships with our Newswires customers in EMEA. The CES is responsible for retaining the existing contract revenue within existing buying centers and supporting new sales into these accounts made by the Account Executive. To this end, the CES will need to liaise with DJ internal teams, particularly the Newswires Product, Technology and Partnerships team to ensure the clients' business needs are being met consistently to support the renewal. Ultimately, the CES 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 CES assigned Newswires and Partnerships accounts.
Key Responsibilities:
- Retention
- Responsible for creating, owning and ensuring buy-in for the retention strategy for assigned Newswires accounts alongside both the Account Executive and your Newswires CES colleagues.
- Proactively provide a monthly or bi-monthly clear picture to management and collaborating team 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 Tableau reports - key accounts to be monitored monthly for usage increase/decrease.
- Oversee the overall renewal lifecycle; from pricing and contracting alongside the Account Executive, 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 and understand all of the Newswires delivery channels and partners, to be able to serve insightful advice to clients on best practices and utilisation of Dow Jones content via partners.
- Create and adhere to SLA for client response.
- Understand and advocate for use of DJ suite of tools, to include NewsPlus and the full spectrum of associated newswires.
- Customer Knowledge
- Know your customer including the development of good account understanding, business groups deriving value from DJ services, understanding the clients’ exposure to the financial markets and data sector, competitor solutions they are using and the client’s current and developing needs.
- Understand how your clients derive value from DJ services/products, 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.
- Lead Generation
- Where possible identify opportunities for increased revenue within the set of accounts (up-selling and possibly cross-selling) and work with other members of the sales team to follow through on such opportunities.
- The CES must maintain accurate and appropriate client records within the Company’s systems.
- The CES will communicate with clients mainly via telephone and email but also via face-to-face meetings in European financial centres.
Preferred Skills:
- Min 2-4 years of proven success in client engagement, customer success or account management.
- Experience and interest in Financial Markets, Financial Technology, Asset Management, Trading is highly desirable.
- 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 Microsoft Office suite & Google Drive, Google templates, Google distribution lists.
- Knowledge of Salesforce & Tableau desirable.
- Knowledge of Bloomberg, Factset and other Financial data systems is highly desirable.
- Additional European languages beyond English is desirable.
Benefits:
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
Client Engagement Specialist in Slough employer: Dow Jones
At Dow Jones, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Client Engagement Specialist in the vibrant EMEA region, you will benefit from comprehensive healthcare plans, generous paid time off, and robust employee growth opportunities, all while working alongside a talented team dedicated to client success. Our commitment to your professional development and well-being makes Dow Jones a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Client Engagement Specialist in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dow Jones. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dow Jones before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Engagement Specialist in Slough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dow Jones:Your cover letter is your chance to shine! Tell us why you want to work at Dow Jones specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dow Jones!
How to prepare for a job interview at Dow Jones
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
