What are the responsibilities and job description for the Customer Engagement Specialist position at POLITICO?
POLITICO is looking for a Customer Engagement Specialist to support our POLITICO Pro and E&E News subscribers. This role is a part of the Customer Success function of Professional Subscriptions business but collaborates equally with our Account Management team. Our Customer Engagement Specialists are focused on maximizing the customer experience by providing exceptional inbound support and executing on outbound engagement to enhance product adoption and account health.
POLITICO's subscription services, POLITICO Pro and E&E News, arms policy professionals with in-depth policy reporting and a portfolio of tools they need to get the job done. Almost 30,000 policy professionals rely on POLITICO's subscriptions services to help them stay informed quickly, act confidently, and communicate effectively.
POLITICO's Professional Subscriptions team embodies POLITICO’s culture, which is defined by grit, total integrity, and a prioritization on innovation. Our Customer Engagement Specialists help policy professionals succeed and are the front lines for driving revenue retention and adoption of our ever-changing product.
This position is based out of our HQ in Arlington, VA.
What You'll Do
- Support Inbound Customer Needs: Handle inbound requests and technical troubleshooting, ensuring that customers' issues are addressed swiftly and efficiently
- Onboard Customers: Guide new customers through end-user customization and adoption processes, facilitating a seamless transition to the platform
- Monitor Engagement: Track customer health scores, usage reports, and engagement rates to proactively identify opportunities for improvement
- Steward Feedback: Collect and communicate customer feedback to internal teams, ensuring that insights are used to improve product offerings
- Build Customer Relationships: Develop and nurture strong relationships with end users to enhance retention and promote long-term engagement
- Identify Growth Opportunities: Leverage research and customer insights to uncover potential opportunities for account growth, providing recommendations to internal teams to support strategic expansion efforts
What You'll Need
- 1-2 years of professional experience in customer success, sales, business development, account management, or marketing, including internship and externship roles
- B.A/B.S preferred
- Excellent communication skills and client service ethic
We are driven by our values. We are relentless contributors, disruptors of the status quo, collaborators, talent cultivators and DEI stewards. Our culture is defined by grit, total integrity and a prioritization on innovation.
We value our people. Click here for more on what we offer and what it’s like to work for POLITICO.
Let’s keep in touch. You can view our list of open positions here and email us careers@politico.com. We hope to see your application soon!
