Customer Care Advisor Specialist

Dow Jones & Company; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

An established industry player seeks a dedicated Customer Success Manager to enhance post-sales relationships with top clients. In this vital role, you will leverage your expertise to train customers, ensure high satisfaction, and identify growth opportunities. Your ability to understand complex business issues and recommend tailored solutions will be key to driving customer success. Join a dynamic team that values innovation and customer-centricity, and be part of a mission to simplify the complexities of the energy market with reliable data and superior service.

Qualifications

• 3-5 years of experience in software postsales activities.
• Strong client services orientation with exceptional communication skills.

Responsibilities

• Manage postsales relationships with strategic customers to ensure satisfaction.
• Train and support customers while identifying expansion opportunities.

Skills

Customer Advocacy

Active Listening

Empathy

Critical Thinking

Analytical Skills

Interpersonal Skills

Multitasking

Job description

Job Description:

Your Role

Do you form strong connections with your customers and push them to think in creative ways that will maximize your products value and achieve desired results? Are you an effective teacher and can simply yet effectively guide your customer to success? Have you perfected the craft of active listening and empathy and can fully focus on the customer to ensure their success with your product? Have you received the honorable status as a trusted advisor with customers turning to you for reliable information backed by data experience and educated intuition? Do you have a creative ability to persuade customers to use your product in a way they didn't realize they could? Do Product Managers respect you because you know the product as well as they do? If you answered yes to these questions then we'd like to meet you!

Responsibilities

This role will be focused on the postsales relationship with our top strategic customers which will include growing adoption, ensuring retention, and identifying expansion opportunities while maintaining high levels of satisfaction.

As the position evolves this colleague will be expected to use their knowledge of client needs to also:

• Spend time equally between training customers and supporting customers.
• Work closely with the Account Team and Product Owners to find opportunities for new usage of OPIS solutions across organizational functions.
• Provide feedback on product enhancements.
• Create, develop, and maintain client files and ensure questions are routed to the appropriate team member.
• Assemble documentation like services offered, policy or product summaries, presentations, etc. for clients.
• Coordinate information flow from client through the organization and back to the client.

About You

• 3-5 years of experience in a related function with direct customer advocacy and engagement experience in software postsales activities.
• Skilled at understanding a customer's business issues and recommending appropriate solutions.
• Knowledge of coal, steel, and chemical markets and services.
• Ability to explain complex material while anticipating potential objections.
• Strong client services orientation: listening, critical thinking, analytical skills, and a high degree of empathy.
• Exceptional verbal, written, social, and interpersonal skills as well as expertise in building long-term strategic relationships.
• Thrives in a multitasking environment and can adjust priorities on the fly while still having the ability to focus on details.

About Us

OPIS, a Dow Jones company, provides price transparency across the global fuel supply chain including the Spot Wholesale Rack and Retail markets. OPIS enables customers to buy and sell energy commodities with confidence via multiplatform access to accurate data, real-time news, powerful software, and educational events. Our commitment to reliability is reinforced by personalized customer service and constant innovation. OPIS listens to what energy stakeholders need and responds with flexible and easy-to-use products. Navigating world fuel markets is complex; OPIS makes it simpler.

Our industry-leading proprietary benchmark chemical, coal, and petroleum price markers help producers and suppliers, utility and power generators, traders, financial institutions, integrated oil and gas companies, governments, and end-users buy and sell commodities profitably as well as perform critical market analysis on how chemical, coal, and petroleum affects the energy market and other fuels.

Our products provide clients with:

• Daily news
• Indices and proprietary pricing
• Data and analytics
• Commentary and industry analysis
• Advisory services
• Company information
• Industry events attended by top producers, consumers, and traders where deals are often closed.

Reasonable accommodation: Dow Jones Making Careers Newsworthy. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status or any other characteristic protected by law. EEO/AA/M/F/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application due to a disability, email us at [email address]. Please put Reasonable Accommodation in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area: Dow Jones OPIS CMA

Job Category: Customer Service & Contact Center Operations

Union Status: Non-Union role

Required Experience:

Unclear Seniority