Sales Business Retention Representative

Wolters Kluwer; Illinois; On-site; USD 57,000 - 98,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k)

Paid Parental Leave

Commuter Benefits

Tuition Assistance

Job summary

Wolters Kluwer is seeking a Sales Business Retention Representative to deepen understanding of customer needs, retain and re-engage clients, and help negotiate service terms.

You will engage with existing customers, provide moderate product and service support, and develop retention strategies based on feedback. Onsite interactions may be required during the recruitment process and for the role.

Qualifications

• Excellent communication with customers and cross-functional teams.
• Experience handling product/service inquiries and resolving issues.
• Ability to analyze customer interaction data and trends.

Responsibilities

• Engage with existing customers to understand needs and concerns.
• Provide product/service support to resolve issues.
• Develop retention strategies from customer feedback.
• Re-engage lapsed customers with targeted communications.
• Conduct regular follow-ups to ensure satisfaction.
• Contribute to retention program development.
• Generate 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

Communication

Customer Service

Data Analysis

Conflict Resolution

Strategic Thinking

Team Coordination

Analytical Mindset

CRM Proficiency

Job description

About the Role:

As a Sales Business Retention Representative, you will deep dive into customer needs while retaining and re-engaging customers. Your growing understanding of our products and services will enhance customer satisfaction, and you will have increased authority to negotiate service terms.

About the Role:

As a Sales Business Retention Representative, you will deep dive into customer needs while retaining and re-engaging customers. Your growing understanding of our products and services will enhance customer satisfaction, and you will have increased authority to negotiate service terms.

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: Improved skills in engaging with customers.
• Advanced Customer Service: Expanded abilities to provide product and service support.
• Data Analysis: Proficiency in analyzing customer interaction data.
• Conflict Resolution: Capability to resolve moderate customer conflicts.
• Strategic Thinking: Skill in developing and executing customer retention strategies.
• Team Coordination: Ability to work closely with cross-functional teams.
• Analytical Mindset: Enhanced skills in identifying trends and patterns.
• CRM Proficiency: Moderate expertise in customer relationship management tools.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

$57,400.00 - $98,350.00 USD

This role is eligible for Commission.

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Additional Information

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.