Client Engagement Specialist, Global Risk Insights (EMEA)

News Corporation; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Healthcare Plans

Paid Time Off

Retirement Plans

Insurance Plans

Wellness Resources

Education Benefits

Family Care Benefits

Commuter Transit Program

Subscription Discounts

Employee Referral Program

Job summary

Dow Jones in the Global Risk Insights team is seeking a Client Engagement Specialist to retain contract revenue and support upsells for a defined set of GRI customers in the EMEA region. You will liaise with product, technology and partnerships to ensure client needs are met consistently.

Responsibilities include managing the renewal lifecycle, enabling onboarding and training, and driving usage insights. Strong English skills and a track record in client engagement are essential.

Qualifications

• Min 2–4 years of proven success in client engagement, customer success or account management.
• Excellent English-language written and verbal communication skills.
• Experience with renewals, pricing, invoicing and upsell opportunities is desirable.
• Strong project management, organization and cross-functional collaboration skills.

Responsibilities

• Own retention strategy for assigned GRI accounts in the EMEA region.
• Monitor product usage, onboard new customers and provide training as needed.
• Collaborate with Product, Technology and Partnerships to meet client needs.
• Drive renewal lifecycle from pricing to contracting and invoicing.
• Identify upsell opportunities and support account executives in closes.

Skills

Client engagement

Customer success

Account management

English proficiency

Project management

Organizational skills

MS Office

Google Drive

Salesforce

Tableau

Multilingual (Spanish)

Tools

Salesforce

Tableau

Job description

About the Role:

Under general supervision, the Client Engagement Specialist (CES) is responsible for managing all renewal aspects of the relationship with a defined set of Global Risk Insights (GRI) customers in the EMEA region. You are responsible for retaining the existing contract revenue within existing buying centers and supporting upsells into these accounts made by the Account Executive.

You will need to liaise with DJ internal teams, particularly the GRI Product, Technology, and Partnerships team to ensure the clients 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 Specialists assigned GRI accounts.

You Will:

Retention

• In collaboration with the Account Executive and your GRI CES colleagues, responsible for creating, owning and ensuring buy-in for the retention strategy for assigned GRI accounts

• 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 product utilization for a defined set of GRI customers. This will include monitoring internal Tableau reports and other sources of data as appropriate. Accounts to be monitored monthly for usage increase/decrease.

• Responsible for ensuring the smooth and timely onboarding of new customers and new users at customer accounts within a defined set of customers; this to include appropriate levels of customer training either delivered directly or in collaboration with the Product Training Specialist team.

• Act as an internal point of contact for training on GRI products in the EMEA region, working in collaboration with global GRI CES colleagues and with the Product Training Specialist team as appropriate.

• 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 Commercial colleagues deliver upsells of GRI products into existing accounts to ensure maximum customer ROI with DJ

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

• Serve as will be the subject matter expert for GRI products in the EMEA region

Lead Generation

• Where possible identify opportunities for increased revenue within the set of accounts (up-selling and cross-selling) and work with other members of the sales team to follow through on such opportunities.

Engagement

• Collaborate with the Account Executive and other GRI CES colleagues to build and deliver on Client Success Plans (CSPs) for a defined set of customers to drive engagements

• Analyse and review clients usage trends and behaviors monthly to adjust CSPs accordingly. If any potential upsell opportunities are discovered, they are passed on to the relevant AMs for follow-ups.

• Maintain accurate and appropriate client records within the Company’s systems. You will communicate with clients mainly via telephone and email but also via face to face meetings in the EMEA region.

You Have:

• Min 2-4 years of proven success in client engagement, customer success or account management

• Experience and interest in Geopolitics, Risk, Security and Intelligence is highly desirable.

• Exceptional English-language 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

• Knowledge of Salesforce & Tableau desirable

• Additional European languages are desirable (Spanish preferred)

Our Benefits

• Comprehensive Healthcare Plans

• Paid Time Off

• Retirement Plans

• Comprehensive Insurance Plans

• Lifestyle programs & Wellness Resources

• Education Benefits

• Family Care Benefits & Caregiving Support

• Commuter Transit Program

• Subscription Discounts

• Employee Referral Program

#LI-Hybrid

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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Business Area: Dow Jones - Global Business Operations

Job Category: Sales

Union Status:

Non-Union role

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world’s largest newsgathering operations globally.

It is home to leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Barron’s, MarketWatch, Mansion Global, Financial News, Dow Jones Risk & Compliance and Dow Jones Newswires. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).

Req ID: 55018