Customer Retention & Engagement Specialist

Wolters Kluwer; Honolulu (HI); On-site; USD 63,000 - 108,000; Full time

Benefits offered by this job

Medical Plans

Dental Plans

Vision Plans

401(k) Plan

FSA/HSA

Job summary

Wolters Kluwer is seeking a Sales Business Retention Representative to deepen understanding of customer needs, retain and re-engage customers, and negotiate service terms as needed. You will grow product knowledge and collaborate with cross-functional teams to improve satisfaction.

Responsibilities include engaging with existing customers, developing retention strategies, re-engaging lapsed customers, and generating reports on interactions and retention metrics to support sales efforts.

Qualifications

• Excellent communication and customer-service skills.
• Experience with CRM tools and data analysis.
• Ability to interpret customer feedback and translate to retention actions.
• Proven problem-solving and conflict-resolution abilities.

Responsibilities

• Engage with existing customers to understand their needs and concerns.
• Provide product and service support to resolve customer issues.
• Develop retention strategies based on customer feedback.
• Re-engage lapsed customers by targeted communication strategies.
• Conduct regular follow-ups to ensure customer satisfaction.
• Contribute to the development of retention programs.
• Generate detailed reports on customer interactions and retention metrics.
• Support sales efforts through data analysis and trend identification.
• Coordinate with marketing to align on retention campaigns.
• Assist in creating personalized customer retention plans.

Skills

Enhanced Communication

Advanced Customer Service

Data Analysis

Conflict Resolution

Strategic Thinking

Team Coordination

Analytical Mindset

CRM Proficiency

Job description

Wolters Kluwer is seeking a Sales Business Retention Representative to deepen understanding of customer needs, retain and re-engage customers, and negotiate service terms as needed. You will grow product knowledge and collaborate with cross-functional teams to improve satisfaction.

Responsibilities include engaging with existing customers, developing retention strategies, re-engaging lapsed customers, and generating reports on interactions and retention metrics to support sales efforts.