Data-Driven Customer Retention Specialist

Wolters Kluwer; Topeka (KS); On-site; USD 63,000 - 108,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k) Plan

Commuter Benefits

Tuition Assistance Program

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer is seeking a Sales Business Retention Representative in the United States to deepen customer relationships, understand needs, and re-engage customers. You will negotiate service terms and contribute to retention programs while analyzing interactions to drive improvements.

The role involves cross-functional collaboration with marketing and sales teams, developing targeted retention plans, and delivering detailed retention reports.

Qualifications

• Excellent communication and client engagement skills.
• Strong customer service and product/service support experience.
• Ability to analyze customer interaction data.
• Conflict resolution and negotiation abilities.
• Strategic thinking for retention strategies.
• Experience coordinating with cross-functional teams.
• Analytical mindset for identifying trends.
• CRM proficiency with common tools.

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.

Job description

Wolters Kluwer is seeking a Sales Business Retention Representative in the United States to deepen customer relationships, understand needs, and re-engage customers. You will negotiate service terms and contribute to retention programs while analyzing interactions to drive improvements.

The role involves cross-functional collaboration with marketing and sales teams, developing targeted retention plans, and delivering detailed retention reports.