Job Description: Department/Product Overview:
The Professional Information Business at Dow Jones plays a critical role in the delivery of key B2B products in order to be the power behind global businesses. We are a truly global business with a significant proportion of our customer base coming from outside the US. We provide information; data and analytics to help support and drive our customers key business decisions, and protect their organizations from risk. The PIB business is broken into five customer focused verticals to solve for user solutions: Knowledge & Insight, News Alerts & Data, DNA, Risk & Compliance and Partnerships.
These business units are continually looking to develop innovative new products that will further serve our customer needs.
The Senior Technical Account Manager is responsible for the full lifecycle management of customers for Risk & Compliance’s KYBP suite of products, from pre-sales support through to business-as-usual operational management of the client requirements within the Americas Region. A key element of this role is also the ability to lead a team of Technical Account Managers and be responsible for the provision of TAM activity within your geographical region.
In addition to the team leadership and management of Technical Account Managers within your region, there will be project and account-specific responsibilities to undertake. You will be responsible for the development of tailored compliance processes based on client’s policies and procedures and delivering client implementations on time and within budget. You will be required to lead all activities across the full client delivery lifecycle, including pre-sales support and initial client engagements, the development of Business Requirement Definitions and Functional Specifications, project management activity and on-going client management. In addition, you will also be required to manage the client change management process throughout the duration of the client relationship.
Finally, as the regional lead TAM, you will also be responsible for ensuring the KYBP product set is ‘fit for purpose’ and meets the evolving requirements of clients within your region. This will take the form of gathering feedback from existing and potential clients and current TAM engagements and constructing this feedback into inputs to the central product Change Team. The resulting product amendments must be ‘consumed’ by you and/or members of your team to ensure they are ready for release into the live client environment.
Knowledge leadership within the Americas Region to lead the KYBP product set requirements within the Americas market
Line Management and operational responsibility for all TAM activities and team within the Americas Region and the development of all localised operational processes required to ensure the efficient and effective operation of the Americas KYBP Team.
Active contribution to and development of the KYBP Team processes, products and operational effectiveness.
Act as the primary operational contact for customers and responsible for oversight of day-to-day management of KYBP product-set.
Responsible for the liaison with the sales teams across the Americas and for coordination of sales support activity and promotional events.
Directly responsible for a budget number for delivery of sales against the relevant product-sets
Initial point of contact for any client or internal escalations for relevant product-set within the region.
Present solutions and proposals for customer approval and provide training on final solution.
Senior member of KYBP Team responsible for all Enterprise-level implementations across the Americas Region
Drive implementation of KYBP by tracking activity, resolving any problems that might arise. With responsibility for key project deliverables (BRD, FS, UAT) and project planning/budget tracking.
Provide regular feedback to the Sales team during the implementation phase, escalating any changes that customers want to make that may have commercial implications.
Manage multiple customer implementations, whilst maintaining high-levels of customer engagement.
Define and document concise business requirements for approval by the customer for all implementations of KYBP or change requests.
Assist in the scoping and budget requirements of new implementations and change control projects.
Serve as liaison between the customers, sales and technical teams in the coordination, communication and delivery of all new orders or changes to existing services.
Ensure that all company and department processes and policies are adhered to.
Conduct insightful analysis into ongoing or one-time operational issues - highlighting relevant business trends and opportunities for improvement.
Understand customer and industry demand and providing feedback to inform functional development of the KYBP Platform.
2-5 years Line Management Experience
Experience in the delivery against specified budgetary and sales targets
Extensive experience of the compliance market within the Americas region
Relevant post-graduation commercial experience
Passionate about finding the right solutions for customers
Extensive interpersonal & planning skills and cross-group coordination at all levels
Self-motivated team player
Ability to work several diverse projects at the same time
Detail oriented, analytical and inquisitive
Ability to clearly define goals/milestones, with a strong track record of delivery
Demonstrated ability to synthesize broad and complex information
Strong problem-solving skills
Excellent communication, influencing, and collaboration skills
Experience of project management tools and presentation software desired
College degree strongly preferred (degree in business technology, business or law would be useful)
Language skills preferable but not essential
Dow Jones , Making Careers Newsworthy
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: PIB - RISK & COMPLIANCE
Job Category: Technology Group
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 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).
If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.
Req ID: 16791