Customer Success Lead

Dow Jones
New York, NY
29 Apr 2021
28 Jun 2021
Job Type
Full Time
Job Description:

The Customer Success Lead is a client-facing account management lead for some of Dow Jones's largest advertising programs (excluding those containing custom event or custom content elements). In addition to standard media, these programs could include custom ad units, editorial sponsorships, editorial event sponsorship, and/or research.

The Customer Success Lead is accountable for leading clients through the post-sale process including:
  • Determine desired business outcomes (including defining of KPIs) and joint-develop with the customer a roadmap to success
  • Ensure campaigns launch on schedule and deliver to meet or exceed client expectations

Post-sale support includes
  • Leading client kick-off calls at the start of each campaign. Maintain regular customer contact throughout the campaign and routinely offering insights re campaign performance.
  • Putting together data-driven and actionable insights and recommendations based on various reporting tools and systems. These systems include MOAT, Bombora, Omniture and internally developed Dow Jones tools.
  • Ensuring that the customer feels like they know exactly what's going on with all aspects of their programs throughout the course of the campaign
  • Developing client-facing materials and lead client presentations
  • Developing and leading the presentation of best-in-class wrap reports (inclusive of events, print, research, standard etc) to highlight program value and impact at the campaign's conclusion with the ultimate goal of driving increased renewals.

In addition, the Customer Success Lead will
  • Generate pre-sale category or advertiser-specific insights for Integrated Marketing requests as needed
  • Create and distribute across MMS case studies on top-performing campaigns
  • Create and maintain benchmark tools specific to non-custom programs that allow Dow Jones to set customer expectations of success and manage towards realistic goals

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 Please put "Reasonable Accommodation" in the subject line.

Business Area: MEDIA SALES

Job Category: Sales Ops/Planning/Support Group

About Us

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: 24907

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