About the Role

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people.

Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including The Wall Street Journal, Barron's, MarketWatch, and Investor's Business Daily. You will find that we are a collaborative group focused on delivering excellence during every customer interaction. You will report to the Director of Customer Engagement and be based in our Los Angeles, CA Office.

You Will:

• Develop a deep understanding of premium products, including their functionalities, best practices, and potential applications.
• Create and review content and presentation materials for monthly IBD Webinars, New subscriber webinars, Virtual Trading Summits, Premium Workshops and Founder's Club webinars
• Create and review content and presentation materials for MarketSurge Academy, MarketSurge education webinars, Stay-In-Step, Take on the Market and MarketSurge Showcase
• Write, host and produce solo MarketSurge educational webinars
• Coordinate and help manage the annual Founder's Club Live Event
• Plan, implement, track and travel to trade shows
• Coordinate onsite details of live events including pre-registration and onsite registration
• Assist customers with registration and setup of live events
• Maintain sales, attendance, views and other KPI data for all webinars and events Product Coach Responsibilities
• Provide individualized and white glove customer service to customers to ensure they understand the features, benefits, and usage of our premium products
• Provide one-on-one coaching sessions to customers to help them overcome challenges, optimize product usage, and achieve their goals.
• Provide active support for clients on trials to IBD products in an attempt to get them on as a subscriber. Typically this involves phone, email and/or Zoom coaching sessions. We offer a generous commission-based incentive program for converting these trials to paid subscriptions.
• Build strong, long-lasting relationships with customers by demonstrating professionalism, empathy, and a commitment to their success.
• Solicit feedback from customers to continuously improve coaching services and enhance the overall customer experience

You Have:

• 7+ years of customer service/direct sales experience
• Excellent communication and relationship management skills with a focus on the customer, at all levels of the organization
• Ability to manage multiple, complex, on-going tasks, and projects
• Willingness to travel up to 20%
• Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management
• Technology acumen and excellent presentation and knowledge transfer skills
• Strong PowerPoint/Google Slides skills and experience

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Medical, Dental and Vision Insurance Plans
• Education Benefits
• Paid Maternity and Paternity Leave
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

Learn more about all our US benefits

#LI-Hybrid

Reasonable accommodation:Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. 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, email us at IBDtalentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area: Dow Jones - W&I - IBD

Job Category: Customer Service & Contact Center Operations

Union Status:

Non-Union / A clear and likely internal candidate

Pay Range: $80,000 - $100,000

We recognize that attracting the best talent is key to our strategy and success as a company.As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates.The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.

Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..

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.

Req ID: 44278