Director, Client Retention Americas

Reporting to the Head of Client Retention, this role focuses on retaining and nurturing Dow Jones’ professional business across the Americas within key Dow Jones Risk product verticals (Risk & Compliance + Knowledge & Insights). The Client Retention Director will lead a team of Client Engagement Specialists, driving retention strategy, mitigating churn, and ensuring high customer satisfaction across diverse client profiles and locations.

Responsibilities

• Guide and support the Client Engagement Specialists (CES) team, setting clear objectives and managing performance to meet retention and onboarding/migration targets.
• 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 aligned with global strategy, company goals, and client satisfaction imperatives.
• Structure long-term resource and personnel planning to optimize client support and retention.
• Collaborate with Account Managers, Operations, Product, Sales, and Marketing 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 and address their unique business requirements.
• Utilize advanced analytics to evaluate team performance, identify retention risks, and refine retention strategies.
• Support cross-sell initiatives and enhance revenue opportunities through data-driven insights.
• Provide strategic insight and support for new sales pursuits within existing client accounts, collaborating with Account Executives and Regional Sales Leaders.
• Manage resource and personnel allocation across portfolios, territories, and accounts, ensuring continuous professional development within the team.
• Handle day-to-day People/HR matters in a positive and constructive environment.
• Ensure accurate performance calculation and documentation for CES during quarterly retention audits.
• 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, with prior experience in large, matrix-structured organizations strongly preferred.
• Demonstrated leadership experience in a supervisory capacity, with a focus 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 and understanding customer needs within the financial markets/subscriptions sector.
• Proficiency in data analysis and Customer Relationship Management (CRM) systems to inform strategic decisions.
• Excellent written and verbal communication skills, including engaging with senior executives within client organizations.
• Strong problem-solving and strategic thinking abilities, capable of making data-backed decisions.
• Familiarity with client engagement technology stacks, CRM systems (specifically SFDC), and productivity tools such as Google Suite, Tableau, and AI tools.
• High level of self-motivation and a profound understanding of the B2B information or technology industries.
• Experience in product positioning and client engagement.

Pay

$150,000 - $185,000. This pay range reflects our good faith estimate for the role and may vary based on a candidate’s experience, skills, location, and other relevant factors. For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.

Benefits

We offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.