Customer Engagement Specialist

Politico•Arlington, VA

1d•Onsite

About The Position

POLITICO is seeking a Customer Engagement Specialist to support its POLITICO Pro and E&E News subscribers. This role is part of the Customer Success function within the Professional Subscriptions business and will collaborate closely with the Account Management team. The primary focus is on maximizing the customer experience through exceptional inbound support and proactive outbound engagement to drive product adoption and account health. POLITICO's subscription services provide policy professionals with in-depth reporting and tools. Over 30,000 policy professionals rely on these services to stay informed, act confidently, and communicate effectively. The Professional Subscriptions team embodies POLITICO’s culture of grit, integrity, and innovation. Customer Engagement Specialists are crucial in helping policy professionals succeed and are on the front lines of driving revenue retention and product adoption.

Requirements

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.

Responsibilities

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.