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Job Description:
OPIS, a Dow Jones company, is one of the world's most comprehensive sources for petroleum pricing and news information. OPIS provides real-time and historical spot, wholesale/rack and retail fuel prices for the refined products, renewable fuels, and natural gas and gas liquids (LPG) industries. At its core, OPIS uses a set of complex IT systems and tools, handling huge amounts of data in a reliable way, and providing customers with business applications to use this data as efficient as possible.
The Client Success Specialist (CSS) is responsible for managing all renewal aspects of the relationship with a defined set of customers. The CSS is responsible for retaining the existing contract revenue within existing buying centers and supporting new sales into these accounts made by the Account Executive. To this end the CSS will need to liaise with OPIS internal teams to ensure the clients business needs are being met consistently to support the renewal. Ultimately the CSS must develop and drive successful renewals ensuring a strong revenue base for OPIS. Success will be measured based on the retention rates of the Client Success Specialist's assigned accounts as well as level of engagement with assigned accounts.
Key Responsibilities:
Retention
Responsible for owning the retention strategy for assigned Strategic accounts by building and executing a renewal plan
Proactively provide a monthly report to manager 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 reports
Oversee the overall renewal lifecycle; from pricing, contracting, 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
Customer Knowledge
Know your customer including the development of good account understanding, business groups deriving value from OPIS 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 OPIS services/products, know the people involved including decision makers within those groups.
Serve as a client conduit internally for feedback and competitive intelligence to OPIS Product, Content & Marketing.
Engagement Planning
Create and execute engagement plan for key clients, including schedule for Sales face-to-face visits
Identify OPIS content that is core to client functions and engage client with specific market activity
Identify where expert and editorial team could engage with key clients via webinars, conference calls, and face to face visits.
Lead Generation
The CSS must maintain accurate and appropriate client records within the Company’s systems. The CSS will communicate with clients mainly via telephone and email.
Required Skills and Experience:
Min 3 years of proven success in customer engagement or sales
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 a keen attention to detail
Proficient in Microsoft Office suite & Google Drive
Knowledge of NetSuite preferred but not required
Bachelor’s degree preferred.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. 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, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.
Business Area: OPIS
Job Category: Sales Group
Union Status:
Non-Union role
Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
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Req ID: 33816
