Customer Retention & Growth Specialist

Wolters Kluwer; Montpelier (VT); On-site; USD 63,000 - 108,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

FSA/HSA

Commuter Benefits

Tuition Assistance Plan

Vacation and Sick Time

Paid Parental Leave

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. You will analyze customer data to identify retention opportunities and collaborate with sales, marketing, and product teams.

Responsibilities include engaging with customers, developing retention strategies, and reporting on retention metrics; the role may involve onsite interviews and collaboration across departments.

Qualifications

• Experience communicating with customers and solving their needs.
• Ability to analyze customer interaction data to identify trends.
• Proficiency with CRM tools to track and manage customer relationships.
• Ability to contribute to retention programs and cross-functional initiatives.

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 using targeted communication strategies.
• Conduct regular follow-ups to ensure customer satisfaction.
• 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 creating 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 and re-engage customers, and negotiate service terms. You will analyze customer data to identify retention opportunities and collaborate with sales, marketing, and product teams.

Responsibilities include engaging with customers, developing retention strategies, and reporting on retention metrics; the role may involve onsite interviews and collaboration across departments.