Senior Account & Relationship Manager

Wolters Kluwer; Providence (RI); On-site; USD 57,000 - 98,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

FSA/HSA

Commuter Benefits

Tuition Assistance

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer in the United States seeks a Senior Account & Relationship Manager to drive adoption of pharmacy productivity products, grow the footprint, and support renewals. You will work with a broad cross-section of customers to understand business objectives and align Wolters Kluwer capabilities to deliver ROI.

Responsibilities include managing a defined territory, monitoring adoption, collaborating with marketing, support, and training, and acting as product champion for customers

Qualifications

• Proven ability to communicate clearly with customers and internal teams.
• Experience with industry-specific software applications.
• Experience interacting with senior executives.
• Strong time management and prioritization skills.
• Ability to perform under pressure.
• Intermediate Microsoft Office Suite skills.

Responsibilities

• Identify and prioritize pharmacy productivity accounts within defined territory.
• Monitor adoption and help customers maximize ROI of the application.
• Collaborate with marketing, support and training teams for effective customer communications.
• Learn Wolters Kluwer pharmacy productivity products and related services.
• Document best practices for implementations and share with customers.
• Serve as product expert and relay roadmap information; escalate issues as needed.
• Assist with transitions after new implementations or re-implementations.
• Maintain up-to-date CRM data for assigned customers.
• Collaborate with Sales to uncover new revenue opportunities within territory.
• Maintain reference data on accounts and manage Red Accounts until resolved.
• Navigate renewals with price increases and negotiate during renewal processes.
• Support Implementation teams during problem-solving in deployments.

Skills

Excellent oral and written comms

Industry software experience

Senior executive interaction

Time management

Under pressure performance

MS Office proficiency

Education

High School diploma or equivalent

BA/BS preferred

Job description

Basic Function

Senior Account & Relationship Manager are subject matter experts when it comes to our products and the business processes which they facilitate. The Senior Account & Relationship Manager works with a broad cross-section of our pharmacy productivity customers to strengthen adoption; identify opportunities to expand the footprint and help ensure the renewal of our products. Our Senior Account & Relationship Manager work strategically with their customer base, to understand their business objectives, determine the best approach for leveraging Wolters Kluwer capabilities, and provide recommendations on how to proceed. Senior Account & Relationship Manager are strong contributors to this team of competitive and experienced professionals focused on customer satisfaction, customer retention, and our customer's Return on Investment (ROI)

Essential Duties and responsibilities

• Proactively identify and prioritize pharmacy productivity accounts to focus efforts within a defined territory as based on perceived risk, potential growth, strategic value, and renewal timeframe.
• Closely monitor adoption rates of assigned accounts; provide keen insight into exactly how customers are using our service, and help them to improve their ROI on the application.
• Work closely with marketing and support and training to leverage best approach to efficiently and effectively communicate with customer base
• Develop a complete understanding of Wolters Kluwer pharmacy productivity products and working knowledge of complementary products and services
• Gather and create best practices for implementing and using our products to be disseminated to customers through content, conversations and presentations.
• Act as liaison between product management and the customer to be an expert on the product, understand the roadmap and escalates critical product issues.
• Facilitate transitions following new implementations or re-implementation.
• Maintain up to date information in our Customer Relationship Management (CRM) system for assigned customer base.
• Work collaboratively with Sales team who are responsible for driving revenue opportunities across a diverse account base through uncovering new business opportunities within the territory.
• Maintain reference information on pharmacy productivity accounts
• Take ownership of identified Red Accounts for assigned pharmacy productivity client base and ensures that action steps are completed and Red account status resolved.
• Research and lockdown renewals that include a price increase and negotiate in the renewal process.
• Be available to assist Implementation teams on issues that arise during implementation of our Standard accounts.

Other Duties

Performs other duties as assigned by supervisor.

Job Qualifications

Education

• High School diploma required or equivalent
• BA/BS preferred

Experience

Minimum of 4 year's experience in a customer facing position that required a mix of proactive and reactive account management or interaction.

Other Knowledge, Skills, Abilities or Certifications

• Excellent oral and written communication skills
• Experience with industry based software applications
• Experience working with senior executive level personnel
• Proven time management and prioritization skills
• Ability to work well under pressure
• Intermediate Microsoft Office Suite skills

Travel requirements

Up to 5% travel may be required (occasional site visits and tradeshows)

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 / Affinitive 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.