Customer Retention & Engagement Specialist

Wolters Kluwer; Little Rock (AR); On-site; USD 63,000 - 108,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

401(k)

Tuition assistance

Paid vacation & sick time

Paid parental leave

Job summary

Wolters Kluwer is seeking a Sales Business Retention Representative to deepen understanding of customer needs, retain existing clients, and re-engage at-risk accounts. The role emphasizes negotiating service terms and developing retention plans to improve satisfaction and loyalty.

The candidate will analyze customer interactions, generate retention reports, and collaborate with sales and marketing to implement targeted campaigns. Onsite participation may be required during recruitment.

Qualifications

• Enhanced communication with customers.
• Advanced customer service to resolve issues.
• Data analysis of customer interactions.

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 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 is seeking a Sales Business Retention Representative to deepen understanding of customer needs, retain existing clients, and re-engage at-risk accounts. The role emphasizes negotiating service terms and developing retention plans to improve satisfaction and loyalty.

The candidate will analyze customer interactions, generate retention reports, and collaborate with sales and marketing to implement targeted campaigns. Onsite participation may be required during recruitment.