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Wolters Kluwer Sales Business Retention Representative in Baltimore, Maryland

Sales Business Retention Specialist

Wolters Kluwer

Job posting R0012190

LOCATION: Baltimore, MA or Remote-US

OVERVIEW

Requires basic understanding of business, financials, products/services and the market. Manages business retention of smaller and less complex territory/account, products/services or sales process. Supports the retention of existing customers and re-engaging of lapsed customers with higher customer volume than traditional account management/inside/outside sales, and provides strong customer and product support. Improves short and long term business relationships and generates sales leads with frequent contact. Maintains an ongoing business relationship with current industry clients to facilitate future sales. Relies on manager to provide sales plan and manage resources.

SUMMARY OF THE POSITION

The Sales Business Retention Representative will have a strong background in account management responsible for collaboratively building and maintaining customer relationships with associated sales reps. The individual in this role will have regular interactions with health faculty and students supporting and coordinating onboarding, training and account retention services to help customers maximize usage of our digital education products. Individual will be a team player with strong customer service and business consultancy skills who is self-motivated to meet and exceed business objectives. The CSM's goal is to manage accounts by driving product usage, faculty and student engagement, increasing our customer's ability to learn product integration and increasing the customer's digital education product portfolio.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Account Management and Customer Support Tasks:

  • Establish a trusted and strategic adviser relationship with key accounts to drive continued value of products and services.

  • Meet with key decision makers at assigned accounts to develop needed training/implementation plans. Also working to drive product usage via retention and engagement strategies.

  • Independently manage customer’s progress through the product life cycle (on-boarding through retention) to ensure a successful digital experience.

  • Provide on-going support and addresses complaints with the goal of increasing customer satisfaction and ensuring renewals. Works to provide ‘early intervention’ to at risk accounts to ensure continued use products.

  • Lead web-based and onsite training classes to assist faculty and students with successfully implementing digital education products.

  • Provide recommendations for improvements in the training and retention program.

  • Use internal tools for documentation and reporting with minimal guidance.

Other Knowledge, Skills, Abilities:

  • Strong customer relationship skills; ability to retain and grow accounts

  • Strong presentation/ demonstration skills

  • Critical thinking and problem-solving skills to meet project requirements and quickly handle client issues.

  • Willingness and ability to take initiative in addressing client problems and improving team efficiency.

  • Ability to present and explain training resources clearly in written and verbal communications to faculty and students.

  • Excellent organization, time management, and prioritization skills Experience with Microsoft Office, virtual meeting platform (WebEx, GlobalMeet, Adobe Connect, etc.)

  • Ability to excel in data-driven, metrics-oriented environment

QUALIFICATIONS

Education:

Bachelor’s Degree preferred or relevant, equivalent experience

Experience:

A minimum of 2+ years of experience in a customer support role; preferably in account management, sales and/or customer service related to training for digital products.

Travel Requirements:

Up to 50% travel during peak seasons (Months of January, May, August & September) The majority of travel will be air travel to cover the region.

EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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