Customer Engagement Specialist

2 Months ago • 1-2 Years • Customer Service

Job Summary

Job Description

The Customer Engagement Specialist will support POLITICO Pro and E&E News subscribers by providing exceptional inbound support and executing outbound engagement to enhance product adoption and account health. They will handle inbound requests, onboard customers, monitor engagement, collect customer feedback, build customer relationships, and identify growth opportunities. This role is based out of Arlington, VA and will be part of the Customer Success function. POLITICO's team embodies a culture defined by grit, integrity, and innovation. The specialist will help policy professionals succeed and drive revenue retention and adoption of the product.
Must have:
  • 1-2 years of professional experience in customer success or related fields.
  • Excellent communication skills and client service ethic.

Job Details

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! 

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About The Company

Axel Springer is a media and technology company. The company's mission is to empower free decisions for people around the world through independent journalism and innovative offerings. Axel Springer operates in more than 40 countries with a presence in all major digital markets and generated 3.8 billion euros in revenue in 2022. Axel Springer is the media and technology company.

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