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About the Role

The Client Retention Manager, GRI will manage a team of Client Engagement Specialists (CES), focusing on retaining and nurturing Dow Jones’ professional business within the Global Risk Insights vertical. This role is critical to driving a strong retention strategy, reducing churn, and ensuring high customer satisfaction. The successful candidate will possess a deep understanding of customer lifecycle management, data analytics, market insights, and geopolitical knowledge to help clients leverage their contracts effectively. This role involves developing and implementing advanced client retention strategies, mentoring the CES team, and ensuring the team meets retention targets and business objectives.

Responsibilities

Guide and support a team of CES, setting clear objectives and managing performance to achieve retention targets and onboarding/migration objectives.
Act as an escalation point for client issues, ensuring timely resolution.
Work closely with your team, Account Managers, Product and Analyst teams to ensure successful client engagement, onboarding and retention.
Foster collaboration between departments to develop ongoing retention strategies and maximize customer satisfaction.
Design and implement region-specific retention strategies tailored to GRI clients, aligning with company goals and driving client satisfaction.
Build strong relationships with strategic clients to reinforce Dow Jones’ value, addressing their unique business needs and industry challenges.
Provide accurate and timely reporting on retention metrics and churn risks.
Build a comprehensive risk radar to identify potential threats and opportunities for improvement in client relationships.
Use analytics to evaluate performance, identify risks, and improve retention strategies.
Leverage insights to support cross-sell initiatives and increase revenue opportunities.
Provide a full plan for all clients showing stages of onboarding, including technical, training, post go-live and ongoing support services.
Ensure collaboration with Sales, Specialists, Product and Analyst teams to ensure tasks for onboarding and go-live are suitable split and completed.
Offer insight and support in the pursuit of new sales within existing client accounts, collaborating with Account Executives to maximize customer ROI and expand revenue streams.
Facilitate and structure detailed learning and onboarding programmes with clients alongside our Product Training team, including for large onboarding of new clients, product migrations and sunsets.
Ensure correct performance calculation and documentation for CES during each quarterly retention audit process.
Work on SPIFs and local incentives to drive performance.

Requirements

7+ years in client retention, customer success, or account management (Geopolitical focus preferred)
Previous experience in a leadership or supervisory role, with a strong emphasis on coaching, mentoring, and people development (Preferred but not disqualifying)
Skilled in building lasting client relationships, with a deep understanding of customer needs and industry dynamics.
Proficiency in data analysis and CRM systems to drive informed strategies and measure success.
Excellent written and verbal communication skills alongside ability to speak at a high level with senior executives in client organizations.
Able to make quick, data-backed decisions and proactively adjust strategies to improve outcomes.
Familiarity with client engagement technology stacks, CRM systems (SFDC), and productivity tools such as Google Suite, Airtable, Miro, Asana etc.
High level of self-motivation, with a deep understanding of B2B information or technology industries, with experience in product positioning and client engagement.

Skills

Customer lifecycle management
Data analytics
Market insights
Geopolitical knowledge
Leadership capabilities
Strategic insights
Client retention
Customer success
Account management
Coaching
Mentoring
People development
Customer relationship management
Data analysis
CRM systems (SFDC)
Communication skills
Problem-solving
Strategic thinking
Client engagement technology stacks
Productivity tools (Google Suite, Airtable, Miro, Asana)
B2B information industry knowledge
B2B technology industry knowledge
Product positioning

Location

Global

Work Type

Full-time

Experience Level

7+ years

About the Company

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities.
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.

Equal Opportunity

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.
We are 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 or participating in an interview due to a disability, email us at talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need.