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 organisations 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 Technical Account Manager is responsible for the full life cycle 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.
A key element of the role is 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 life cycle, 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.
Act as the primary operational contact for customers and responsible for oversight of day-to-day management of KYBP Register or eLearning implementation.
Present solutions and proposals for customer approval and provide training on final solution.
Drive implementation of KYBP Register and eLearning 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.
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)
Additional language skills are extremely desirable (Spanish, French or German)
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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 - OFFICE
Job Category: Customer Service/Support Group
Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, 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.
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: 21816