Customer Retention & Success Specialist

Wolters Kluwer; Augusta (ME); 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 in Augusta, ME is seeking a Sales Business Retention Representative to deepen understanding of customer needs, retain and re-engage clients, and negotiate service terms. You will analyze data, contribute to retention programs, and produce detailed reports to guide strategy.

This role involves coordinating with marketing and sales to optimize retention and requires onsite presence in the Augusta, Maine area. Competitive benefits available.

Qualifications

• Experience in customer retention or account management is preferred.
• Ability to analyze customer interactions and identify retention opportunities.
• Strong communication and negotiation skills for service terms.

Responsibilities

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

Skills

Enhanced Communication

Advanced Customer Service

Data Analysis

Conflict Resolution

Strategic Thinking

Team Coordination

Analytical Mindset

CRM Proficiency

Job description

Wolters Kluwer in Augusta, ME is seeking a Sales Business Retention Representative to deepen understanding of customer needs, retain and re-engage clients, and negotiate service terms. You will analyze data, contribute to retention programs, and produce detailed reports to guide strategy.

This role involves coordinating with marketing and sales to optimize retention and requires onsite presence in the Augusta, Maine area. Competitive benefits available.