Customer Retention Specialist — Engagement & Renewal

Wolters Kluwer; Olympia (WA); On-site; USD 57,000 - 98,000; Full time

Benefits offered by this job

Commission

Job summary

Wolters Kluwer U.S. Corporation seeks a Sales Business Retention Representative to deepen relationships with existing customers, understand their needs, and negotiate service terms to promote renewal.

You will analyze customer data, develop retention programs, and collaborate with marketing and sales to re-engage lapsed accounts while delivering detailed reports on interactions and metrics.

This onsite role offers a pathway to commission-based incentives and a comprehensive benefits package.

Qualifications

• Excellent communication with customers and ability to understand needs.
• Strong customer service and issue resolution capabilities.
• Data-driven approach to analyzing customer interactions and trends.
• Ability to resolve moderate conflicts and maintain positive relationships.
• Strategic thinking to design and execute retention strategies.
• Experience coordinating with cross-functional teams.
• Analytical mindset to identify patterns and opportunities.
• Familiarity with CRM tools and data tracking.

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

Enhanced Communication

Advanced Customer Service

Data Analysis

Conflict Resolution

Strategic Thinking

Team Coordination

Analytical Mindset

CRM Proficiency

Job description

Wolters Kluwer U.S. Corporation seeks a Sales Business Retention Representative to deepen relationships with existing customers, understand their needs, and negotiate service terms to promote renewal.

You will analyze customer data, develop retention programs, and collaborate with marketing and sales to re-engage lapsed accounts while delivering detailed reports on interactions and metrics.

This onsite role offers a pathway to commission-based incentives and a comprehensive benefits package.