Job Description:
About the Team:
At Dow Jones, we empower global organizations to navigate an increasingly volatile world, where geopolitical shifts, financial crime, regulatory expansion and emerging AI technologies redefine risk every day. Powered by market-leading intelligence capabilities—including Dow Jones Risk & Compliance, Dragonfly, Oxford Analytica, Storyful, Dow Jones Risk Journal, Factiva and Dow Jones Newswires—we deliver the trusted insights our customers need to build resilience, protect their reputations and make mission-critical decisions with confidence.
About the Role:
The Client Engagement Specialist (CES) is responsible for managing all renewal aspects of the relationship with a defined set of customers and retaining the existing contract revenue within existing buying centers and supporting new sales into these accounts made by the Business Development Managers.
To this end, you will need to liaise with DJ internal teams to ensure the clients business needs are being met consistently to support the renewal. Ultimately you must develop and drive successful renewals ensuring a strong revenue base for Dow Jones. Success will be measured based on the retention rates for your assigned accounts.
You Will:
Retention
Responsible for owning the retention strategy for assigned Strategic accounts by building and executing a renewal plan
Proactively provide a 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 CRM reports
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
Work closely with internal stakeholders to highlight high-risk renewal accounts and strategies to mitigate potential losses
Support clients’s transitions from legacy tools to DJ upgraded platforms
Review clients’ risk management processes, align them with Dow Jones' third-party risk management solutions, and provide consultative support to help clients achieve their compliance goals.
Additional responsibilities may include but are not limited to supporting in region clients with Dow Jones Third Party Risk Management Solutions (TPRMS) together with regional leads
Customer Knowledge
Know your customer including the development of good account understanding, business groups deriving value from DJ services, understanding the clients’ business/industry, 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.
You Have:
3-5 years of proven success in client engagement, customer success or account management
Exceptional written and verbal communication skills (English and Japanese)
Other language proficiency is a strong plus
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
SaaS experience a plus
Analytical and…