Dow Jones Customer Service Jobs

Customer Service

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Job Information

Dow Jones Client Services/Customer Care Advisors Specialist - Asia Pacific in KUALA LUMPUR, Malaysia

Job Description:

Chemical Market Analytics, by OPIS, a Dow Jones Company is looking for a new member who will work as part of the Base Chemicals Customer Care Team, which provides Training and Support to corporate clients globally of the Base Chemical Insights online solutions on the content platform called Connect. The team works as a global team, while you will be mainly focused on clients based in the Asia Pacific Region, you will be expected to support customer globally within your working hours.

Your Role

You will be responsible for ensuring the success of a portfolio of Base Chemicals priority accounts and provide your product expertise, when required, to non-priority accounts with high growth potential. You will bring ideas, innovations, and capabilities to customers and match these to the customers' business goals, driving greater business value and alignment between Base Chemicals and the customer. You will be a trusted advisor to our customers, executing success plans, mid-subscription health checks, onboarding and training new users, and key decision-makers, and providing best practice in areas such as Onboarding, Adoption and Usage. You will be involved in ensuring the business delivers on what is promised and ensuring that clients fully utilize the services. The result is increased customer satisfaction, retention and growth. The ability to work independently as well as in a collaborative, cross-functional team environment is imperative as this position will work closely with Account Management/Sales, Product Management, Marketing, Analysts, and Business Operations.

Responsibilities

  • Promote maximum value from the customer’s investment in our services and subscriptions, aiming for full utilization of their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.

  • Establish Customer Support Best Practices to make sure client’s feedback is collected and actioned upon.

  • Log customer interactions and communications in Salesforce.

  • Create procedures that optimize the customer experience and analyse customer data to identify best practices that the business can adopt to deliver excellent quality of service.

  • Deliver onboarding and health check touch points for specific customer segments to drive product adoption and reduce churn.

  • Coach customers, through training and ad hoc support, to ensure they are leveraging all available services such as Help & Training, Ask the Analyst, Customer Days, Webinars, Events etc.

  • Track usage of all products across roles within the assigned customer portfolio and address underutilization through additional trainings and workshops.

  • Create and implement plan with the account team to grow number of users and overall usage in all target accounts across all services.

  • Alert Account team to any subscriptions that appear to be at risk and take appropriate recovery action.

  • Effectively network within accounts from the C-Level down in order to achieve successful execution of the customer's plan, where appropriate.

  • Develop a comprehensive understanding of typical business challenges faced by our clients and common objectives to appropriately map Base Chemicals product and service features and associated business benefits to address their needs.

  • Serve as a client advocate (Voice of the Customer) in driving industry best practices and the evolution of Base Chemicals product and platform functionality, courses and administrative services integral to the customer's success.

  • Communicate new and on-going findings to internal stakeholders—Account Manager, Product

  • Management, Marketing, and/or Analyst as appropriate.

  • Represent the business at trade events and on client site as appropriate.

  • Deliver clients successfully to the contract renewal cycle and, where necessary, support the renewals process to minimize client attrition.

  • Work in collaboration with the rest of the team to create and maintain consistent, effective, and up-to-date proactive user guides to support the training provided.

Your expertise:

  • 5+ years relevant experience managing client relationships.

  • Strong technical support experience with ability to respond to tight deadlines demonstrating

  • Attention to detail.

  • Experience in working in the business intelligence industry.

  • Strong Interpersonal skills, highly motivated, with a strong orientation toward client relationships.

  • Excellent written, verbal and presentation skills a must. Communication skills to translate complex yet informative messaging for clients. Ability to work well independently and on a team.

  • Strong analytical skill set.

  • Ability to meet deadlines and respond to clients timely.

  • Ability to handle pressure, juggle multiple responsibilities simultaneously, and work well with a diverse customer base and various internal teams.

  • Strong knowledge of and familiarity with the Microsoft office suite; able to create client-ready deliverables in Excel and PowerPoint to present fundamental concepts, critical thinking, and analysis.

  • Experience using CRM tools, Saleforce.com an advantage.

  • Experience in the Oil and Gas industry is an advantage.

  • Additional Languages is an advantage.

  • Ability to travel in the Asia Pacific region (in compliance with Covid-19 regulations) up to 15% time.

Your opportunity

As part of building your personal brand you will be given the opportunity to:

  • Partner with customers in developing their strategic direction.

  • Build and maintain both global and local relationships internally and with customers.

  • Work in a highly collaborative and passionate team environment.

  • Contribute to global and local initiatives.

  • Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development.

Dow Jones , Making Careers Newsworthy

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: OPIS-CMA

Job Category: Customer Service Group

Req ID: 33061

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