Customer Engagement Specialist

Job Description:

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 value our people. Click here for more on what we offer and what it’s like to work for POLITICO.

About Us.

POLITICO illuminates the forces shaping global power. Since 2007, we have delivered intelligence that anticipates tomorrow's headlines, not reports on yesterday's news. As politics has increasingly become the defining force of our era, our work has never been more vital. 

Cabinet secretaries and Ministers start their mornings with our analysis. CEOs shape strategy around our reporting. Advocacy leaders rely on our insights to move policy. We deliver the straightforward facts and clear-eyed analysis they need to navigate the most complex political landscape of our lifetimes. 

Our 1,100+ publishing professionals across the world's key democratic capitals—Washington, Brussels, London, Paris, Berlin, Sacramento, and New York—form the world's premier politics and policy newsroom. We tell the story of how power really works by explaining who wields it and how they plan to exercise it, connecting dots others miss and delivering scoops from sources others don't even know exist. 

Innovation has always been a core tenet of our story. At launch, we bet that depth would trump scale, that talent would trump traffic, and that politics would become central to modern life. In 2011, we made another bet and launched POLITICO Pro to help decision-makers understand the business of government, transforming both how they shape government action and the business of journalism itself. 

These bets have made POLITICO the most successful digital news startup of its generation and the indispensable resource for leaders who shape the future. Today, we are a rarity in media: a growing, profitable, and sustainable news organization. 

POLITICO is a subsidiary of Axel Springer SE, a family-owned transatlantic media company headquartered in Berlin and New York. Axel Springer is dedicated to shaping the future of journalism in the free world, believing that a free and informed society is essential to democracy. The company’s guiding principles - first articulated as  The Essentials by founder Axel Springer in the aftermath of World War II - remain a cornerstone of the company’s foundation today. Learn more about Axel Springer.

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