Dow Jones
Client Engagement Specialist
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Client Engagement Specialist (CES) – EMEA Newswires
Under general supervision, the Client Engagement Specialist (CES) is responsible for managing all renewal aspects of relationships with our Newswires customers in the Europe, Middle East, and Africa (EMEA) region. The role involves retaining existing contract revenue within buying centres and facilitating upsell initiatives for Account Executives targeting high-value accounts.
The Client Engagement Specialist will collaborate with internal teams, particularly within Newswires Product, Technology, and Partnerships, to ensure clients’ business needs are consistently met, thus supporting renewals and maintaining revenue streams for Dow Jones. Success is measured by retention rates of assigned Newswires & Partnerships accounts.
About the Role
The CES must develop and drive successful renewals while maintaining a robust revenue base for Dow Jones. This involves monitoring high-risk accounts, implementing retention strategies, and supporting customer success initiatives to encourage long-term engagement with Dow Jones services.
Key responsibilities include:
- Ensuring timely and compliant renewals.
- Developing strong internal and external relationships.
- Driving customer-centric solutions and operational excellence.
- Supporting upsell opportunities to maximise customer ROI.
Key Responsibilities
Renewal & Retention
- Create, own, and champion retention strategies for assigned Newswires accounts in collaboration with Account Executives (AEs) and fellow CES colleagues.
- Provide management and internal teams with monthly/bi-monthly updates highlighting high-risk renewal accounts, including strategies to improve retention.
- Ensure appropriate customer training and product adoption by partnering with the Product Training Specialist team and monitoring internal Tableau reports on key accounts (evaluating usage trends).
- Oversee the renewal lifecycle, from pricing & contracting (with input from the AE) through to invoicing & client support, ensuring seamless execution throughout the fiscal year.
- Support new sales introductions within existing accounts to maximise customer ROI with Dow Jones.
- Develop in-depth knowledge of Newswires delivery channels and partnerships to recommend best-practice solutions for executing high-value data and news content.
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Customer Knowledge
- Maintain broad knowledge of customer organisations, including:
- Current buying teams & key decision-makers.
- Business groups deriving value from Dow Jones services.
- Client exposure to financial markets & data sectors.
- Competitor alternatives they are evaluating.
- Map the end-to-end customer journey, ensuring internal teams receive actionable insights on customer needs and competitive intelligence.
- Advocate internally on the value of Dow Jones tools, including NewsPlus and suite-wide newswire offerings.
Lead Generation & Revenue Growth
- Proactively identify upsell & cross-sell opportunities and collaborate with the sales team to realise expansion potential within assigned accounts.
Reporting & Compliance
- Maintain accurate client records within company systems.
- Adhere to client response SLAs as part of world-class customer service.
- Communicate routinely via telephone, email, and in-person meetings—primarily focused on European financial hubs.
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Preferred Skills & Experience
- 2–4 years of proven success in client engagement, customer success, or account management within a finance, data, or SaaS sector.
- Hands-on experience in:
- Financial Markets, Fintech, Asset Management, or Trading, though alternative industries may be considered.
- Strong written & verbal communication skills with a customer-focused mindset.
- Ability to multi-task, manage tight deadlines, and deliver under pressure in a collaborative environment.
- Superior time management & organisational skills, with a strict attention to detail.
- Proficiency in Microsoft Office Suite and Google Drive tools (templates & distribution lists).
- Familiarity with CRM platforms (e.g., Salesforce) and analytics tools (e.g., Tableau) would be beneficial.
- Tech-savy with Data Systems: Knowledge of Bloomberg Terminal, FactSet, or similar platforms is highly desirable.
Bonus Skills
- Fluency in one or more European languages (beyond English).
- Previous exposure to Dow Jones or Reuters STP/TPL workflows.
Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Employee & Family Insurance
- Education & Career Development Support
- Family & Childcare Assistance
- Commuter Assistance / Transit Subsidies
- Discounted Subscriptions & Services
- Employee Referral Incentives
- Hybrid Work Model (#LI-Hybrid)
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