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About the Role

The Client Engagement Specialist (CES) is responsible for managing all renewal aspects of the relationship with a defined set of customers and retaining existing contract revenue. You will liaise with internal teams to ensure client business needs are met, develop and drive successful renewals, and ensure a strong revenue base for Dow Jones. Success will be measured by retention rates for assigned accounts.

Responsibilities

Own the retention strategy for assigned Strategic accounts by building and executing a renewal plan.
Proactively provide management and collaborating teams with a clear picture of high-risk renewal accounts and strategies to address them.
Ensure appropriate customer training and product utilization by working with the Product Training Specialist team and monitoring CRM reports.
Oversee the renewal lifecycle, including pricing, contracting, invoicing, and client support.
Support new sales into existing accounts to ensure maximum customer ROI.
Work closely with internal stakeholders to highlight high-risk renewal accounts and mitigation strategies.
Support clients’ transitions from legacy tools to DJ upgraded platforms.
Review clients’ risk management processes, align them with Dow Jones' third-party risk management solutions, and provide consultative support.
Support in-region clients with Dow Jones Third Party Risk Management Solutions (TPRMS).
Develop a strong account understanding, including business groups deriving value from DJ services, clients’ business/industry, competitor solutions, and current/developing needs.
Understand how clients derive value from DJ services/products and identify key decision-makers.
Serve as an internal client conduit for feedback and competitive intelligence to DJ Product, Content & Marketing.
Identify opportunities for increased revenue (up-selling and cross-selling) within assigned accounts and collaborate with the sales team.
Maintain accurate and appropriate client records within the Company’s systems.
Communicate with clients mainly via telephone and email.

Requirements

3-5 years of proven success in client engagement, customer success, or account management.
Exceptional written and verbal communication skills (English and Japanese).
Other language proficiency is a strong plus.
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.
SaaS experience is a plus.
Analytical and process-oriented mindset.
Knowledge of Salesforce, Tableau, and Airtable is desirable.

Skills

Client Engagement
Customer Success
Account Management
Communication (English and Japanese)
Multi-tasking
Project Management
Organizational Skills
Attention to Detail
Microsoft Office Suite
Google Drive
SaaS
Analytical Mindset
Process-Oriented Mindset
Salesforce
Tableau
Airtable

Experience Level

3-5 years

Benefits

Comprehensive Insurance & Retirement plans
Paid Time Off and Leaves
Education Benefits
Family Care Benefits
Career Growth Programs
Access to Dow Jones Products
Employee Referral Program
Employee Well-being Support & Fitness Programs
Financial Health Programs
Cybersecurity Protection

About the Company

Dow Jones empowers global organizations to navigate an increasingly volatile world, where geopolitical shifts, financial crime, regulatory expansion and emerging AI technologies redefine risk every day.
Powered by market-leading intelligence capabilities—including Dow Jones Risk & Compliance, Dragonfly, Oxford Analytica, Storyful, Dow Jones Risk Journal, Factiva and Dow Jones Newswires—we deliver the trusted insights our customers need to build resilience, protect their reputations and make mission-critical decisions with confidence.

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. This inbox will not be monitored for application status updates.
Please refer to the privacy notice at the bottom of this page for submitting any data access, deletion, or other data subject rights requests, where permitted under your local laws and regulations.