Customer Retention & Engagement Specialist

Wolters Kluwer; Honolulu (HI); On-site; USD 57,000 - 98,000; Full time

Job summary

Wolters Kluwer in Honolulu, HI, seeks a Sales Business Retention Representative to deepen customer relationships, understand needs, and re-engage at-risk accounts. You will leverage product knowledge to retain business and negotiate service terms when appropriate.

You will analyze interaction data, contribute to retention programs, and collaborate with marketing and sales to drive renewals. This role includes regular reporting on retention metrics and opportunities to grow account value.

Qualifications

• Experience in customer retention and account management.
• Ability to analyze customer data to inform strategy.
• Strong communication and problem-solving skills.
• Experience using CRM tools.
• Ability to collaborate with marketing and sales teams.

Responsibilities

• 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

Communication

Customer Service

Data Analysis

Conflict Resolution

Strategic Thinking

Team Coordination

Analytical Mindset

CRM Proficiency

Job description

Wolters Kluwer in Honolulu, HI, seeks a Sales Business Retention Representative to deepen customer relationships, understand needs, and re-engage at-risk accounts. You will leverage product knowledge to retain business and negotiate service terms when appropriate.

You will analyze interaction data, contribute to retention programs, and collaborate with marketing and sales to drive renewals. This role includes regular reporting on retention metrics and opportunities to grow account value.