Relationship Manager
When you join Dow Jones, you become part of one of the most dynamic, creative and savvy news and information companies in the world. As a global leader in news and business intelligence, we're newswires, websites, newspapers, apps, newsletters, databases, magazines, radio and television--including some of the widest-read and most-respected brands, like Factiva, The Wall Street Journal, Barron's and SmartMoney. Our media inform the discussions and decisions that are vital to the world's commerce, while our databases make the business world more transparent. We continually develop technology to transform information into insight and insight into prosperity. From 58 countries and in a dozen languages, we enlighten and inspire audiences with authoritative, differentiated and trusted content.
Position Summary Statement
At Dow Jones, we don't see our customers as just customers. They're more than that. They're special and their needs are special - after all, they are the world's leading corporations, investors and advisors.
We need a special kind of Relationship Manager to manage these relationships, to do the nurturing, to answer questions, to solve problems, to hold their hand and let them know that, yes, we really do care. A lot.
The Relationship Manager role is very important. It's where business is truly won, or lost, so we ask of lot of an Relationship Manager. There is tons of phone time and e-mail, so organization and excellent communication have to be second-nature for you. There will be challenges and difficulties, so you have to be flexible and creative in your approach to solving problems.
And then of course, you'll need to have a sharp eye for identifying new sales opportunities and putting the wheels in motion. That is why you'll be part of the "sales" team, you know.
Every day and every customer will be different. The work is definitely interesting, challenging and nonstop, but the rewards are oh so sweet.
Key Responsibilities
· RETENTION: Retain Dow Jones contract revenue in the assigned set of customers and ensure the Dow Jones products and services address customers' business needs
· RELATIONSHIPS: Maintain good levels of customer satisfaction through regular communication with all customers, and build solid working relationships with each customer
· RENEWALS: Develop and execute a plan to manage all account renewals, initiating communication with the client at the right time and fulfilling contractual obligations for providing account information to the client
· ACCOUNT MANAGEMENT: Responsible for all areas of account management, including the development of good account understanding, understanding clients' businesses and resolving issues in a timely manner; understand competitor solutions the client is using and the client's current and developing needs
· ROLLOUT AND ADOPTION: Ensure appropriate levels of customer training and awareness are provided
· DEVELOP OPPORTUNITIES: Identify opportunities for increased revenue within the set of accounts (up-selling and possibly cross-selling), then assign these opportunities to Senior Sales Executives, Sales Specialists, and/or Solutions Architects (DJCS)
· TEAMWORK: Work on retention initiatives for selected key customers with the extended sales team available
· PRODUCT KNOWLEDGE: Clearly express the value proposition and benefits of the Dow Jones products and solutions, and use this knowledge to help increase the Value and adoption of our solutions by the client
· FORECASTING: Manage Sales Forecast and Pipeline to ensure clear reporting of forthcoming renewals, additional sales opportunities, plus the associated revenue and timescales
· MANAGING ACCOUNT INFORMATION: Maintain accurate and appropriate client records within the global CRM system to provide timely management information.
Skills Experience
· Strong time management skills, with an ability to develop and implement effective systems for managing administrative tasks and tracking progress against appropriate activity goals
· Ability to prioritise tasks and customers, to ensure time is maximized for revenue-retaining activities and the most important customers receive an excellent level of account management
· Excellence phone-based communication skills to ensure the Dow Jones value position is clearly articulated to clients and that customers receive clear messages regarding their Dow Jones account
· Strong results orientation, with the dedication and determination to achieve a retention goal in a demanding and competitive business environment
· Good planning and tracking skills, to successfully plan the strategy, track progress in the CRM and execute annual renewals for accounts
· Good level of business awareness to help build credibility with the client, spot potential opportunities within a peer group or industry sector, and express the benefits of Dow Jones in the appropriate business context
· Strong negotiation and closing skills to manage renewals from the RM's set of customers to a successful conclusion
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