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About the Role

The Client Retention Director will manage a team of Client Engagement Specialists, focusing on retaining and nurturing Dow Jones’ professional business across the Americas within key product verticals. This role is crucial for driving retention strategies, mitigating churn, and ensuring high customer satisfaction. The Director will develop and implement client retention strategies, mentor the CES group, and collaborate with various internal teams. This position requires strong leadership, strategic insights, and a client-centric approach to meet retention targets and business objectives.

Responsibilities

Guide and support the CES team, establishing clear objectives and managing performance to achieve defined retention targets and onboarding/migration objectives.
Serve as the primary escalation point for client issues, ensuring prompt and effective resolution.
Oversee a multi-layered organizational structure, leading managers and their teams to deliver against company goals.
Design and execute region-specific retention strategies in alignment with the overarching global strategy, company goals, and client satisfaction imperatives.
Structure long-term resource and personnel planning to ensure optimal client support and retention.
Build collaborative strategies with partners across Dow Jones in Operations, Product, Sales, and Marketing.
Work in close partnership with the team, Account Managers, Operations, and Product teams to ensure successful client engagement, onboarding, migration, and retention.
Foster inter-departmental collaboration to develop ongoing retention strategies and maximize customer satisfaction.
Cultivate and maintain strong relationships with strategic clients to reinforce Dow Jones’ value proposition, addressing their unique business requirements and industry challenges.
Utilize advanced analytics to evaluate team performance, identify retention risks, and refine retention strategies.
Leverage insights to support cross-sell initiatives and enhance revenue opportunities.
Offer strategic insight and support for new sales pursuits within existing client accounts.
Collaborate with Account Executives and Regional Sales Leaders to maximize customer Return on Investment (ROI) and expand revenue streams.
Provide effective management of the team, encompassing resource and personnel allocation across portfolios, territories, and accounts.
Ensure continuous professional development and skills enhancement within the team.
Manage day-to-day People/HR matters in a positive and constructive environment.
Ensure accurate performance calculation and documentation for CES during each quarterly retention audit process.
Coordinate the execution of Sales Performance Incentive Funds (SPIFs) and local incentives to drive high performance.

Requirements

A minimum of 12 years of experience in client retention, customer success, or account management.
Prior experience in large, matrix-structured organizations strongly preferred.
Demonstrated prior experience in a leadership or supervisory capacity, with a strong emphasis on coaching, mentoring, and personnel development.
High level of executive presence and ability to influence at a senior level.
Proven expertise in cultivating enduring client relationships, coupled with a deep understanding of customer needs and industry dynamics within the financial markets/subscriptions sector.
Proficiency in data analysis and Customer Relationship Management (CRM) systems to inform strategic decisions and measure success.
Excellent written and verbal communication skills, including the ability to engage effectively with senior executives within client organizations.
Capable of making prompt, data-backed decisions and proactively adjusting strategies to enhance outcomes.
Familiarity with client engagement technology stacks, CRM systems (specifically SFDC), and productivity tools such as Google Suite, Tableau, and Artificial Intelligence (AI) tools for acceleration strategies.
A high level of self-motivation, combined with a profound understanding of the B2B information or technology industries, and experience in product positioning and client engagement.

Skills

Client Retention
Customer Success
Account Management
Leadership
Coaching
Mentoring
Personnel Development
Executive Presence
Influencing
Customer Relationship Management
Data Analysis
CRM Systems
Communication Skills
Strategic Thinking
Problem-Solving
SFDC
Google Suite
Tableau
AI Tools
B2B Information Industry
B2B Technology Industry
Product Positioning
Client Engagement

Location

Americas

Work Type

Full-time

Experience Level

12+ years of experience

Salary/Compensations

$150,000 - $185,000

Benefits

Comprehensive and competitive benefits package covering health, retirement, wellbeing, and more.
Optional benefits to meet diverse employee needs.
Bonus-eligible roles with targets determined by market benchmarks and individual contributions.

About the Company

Dow Jones is a global provider of business news and information services.

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.
EEO/Disabled/Vets