Sales Business Retention Representative

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

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.

EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affiictive Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.