Data-Driven Customer Retention Specialist

Wolters Kluwer; Dover (DE); On-site; USD 63,000 - 108,000; Full time

Benefits offered by this job

Medical Plans

Dental Plans

Vision Plans

401(k)

Tuition Assistance

Paid Parental Leave

Commuter Benefits

Job summary

Wolters Kluwer is seeking a Sales Business Retention Representative to deepen customer relationships, retain existing clients, and re‑engage at‑risk accounts. You will analyze needs and negotiate service terms to improve satisfaction and loyalty.

You will collaborate with marketing and sales to drive retention programs, generate detailed reports, and support campaigns, with commission eligibility based on performance across the US market.

Qualifications

• Excellent communication skills with customers.
• Strong problem-solving and service orientation.
• Ability to analyze customer data and trends.
• Capacity to resolve conflicts and maintain customer trust.

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 is seeking a Sales Business Retention Representative to deepen customer relationships, retain existing clients, and re‑engage at‑risk accounts. You will analyze needs and negotiate service terms to improve satisfaction and loyalty.

You will collaborate with marketing and sales to drive retention programs, generate detailed reports, and support campaigns, with commission eligibility based on performance across the US market.