Ideally, this person will be located in the Pacific or Mountain time zone.
About the Role:
As a Sales Business Retention Representative, you will deep dive into customer needs while retaining and re-engaging customers. Your growing understanding of our products and services will enhance customer satisfaction, and you will have increased authority to negotiate service terms.
Additional Information: Thepoint.lww.com
Responsibilities:
• Train customers on Wolters Kluwer software related to nursing education.
• Engage with existing customers to understand their needs and concerns.
• Provide moderate product and service support to solve customer issues.
• Develop retention strategies based on customer feedback.
• Re-engage lapsed customers by leveraging targeted communication strategies.
• Conduct regular follow-ups to ensure customer contentment.
• Contribute to the development of customer retention programs.
• Generate detailed reports on customer interactions and retention metrics.
• Support sales efforts through detailed data analysis and trend identification.
• Coordinate with marketing to align on retention campaigns.
• Assist in the creation of personalized customer retention plans.
Skills:
• Enhanced Communication: Improved skills in engaging with customers.
• Advanced Customer Service: Expanded abilities to provide product and service support.
• Data Analysis: Proficiency in analyzing customer interaction data.
• Conflict Resolution: Capability to resolve moderate customer conflicts.
• Strategic Thinking: Skill in developing and executing customer retention strategies.
• Team Coordination: Ability to work closely with cross-functional teams.
• Analytical Mindset: Enhanced skills in identifying trends and patterns.
• CRM Proficiency: Moderate expertise in customer relationship management tools.
Qualifications:
Education: Degree in Business, Marketing or related discipline preferred; or equivalent experience.
Required Experience: 1+ years of training, and/or sales support or customer success experience, including:
• Generating, analyzing, and presenting customer usage reports.
• Demonstrating proven track record of effective sales and customer support.
• Communicating clearly and professionally in person, writing, and by phone.
• Proficiency training/hosting web-based meetings using Microsoft Teams, WebEx, or similar.
Travel: Up to 15%
#LI-Remote
Compensation:
Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA:: $76,350 - $105,700
This role is eligible for Commission.
Additional Information:
Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.
