Client Engagement Specialist, Newswires, EMEA in London

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. Ensure 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 overall renewal lifecycle: pricing and contracting alongside the Account Executive, invoicing and client support, ensuring customer concerns are addressed correctly and efficiently throughout the fiscal year.
• Support new sales into existing accounts to ensure maximum customer ROI: learn and understand all of the Newswires delivery channels and partners, and 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, including NewsPlus and the full spectrum of associated newswires.
• Know your customer: develop a thorough account understanding, business groups deriving value from DJ services, understanding clients’ exposure to the financial markets and data sector, competitor solutions they are using and the client’s current and developing needs.
• Understand how clients derive value from DJ services/products; know the people involved including decision makers within those groups.
• Serve as client conduit internally for feedback and competitive intelligence to DJ Product, Content & Marketing.
• Lead Generation: 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.
• Maintain accurate and appropriate client records within the Company’s systems.
• Communicate with clients mainly via telephone and email, and also via face-to-face meetings in European financial centres.

Preferred Skills

• Minimum 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 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 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 highly desirable.
• Additional European languages beyond English 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.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law.

Reasonable Accommodation

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