Strategic Customer Retention Specialist

Wolters Kluwer; Dover (DE); On-site; USD 57,000 - 98,000; Full time

Job summary

Wolters Kluwer is seeking a Sales Business Retention Representative in the United States to deepen understanding of customer needs and negotiate service terms. You will retain existing clients, re-engage lapsed accounts, and support data-driven retention initiatives across marketing and sales teams.

Key responsibilities include conducting regular follow-ups, producing retention reports, and developing personalized retention plans to improve satisfaction and loyalty.

Qualifications

• Experience in customer retention or engagement.
• Ability to analyze customer interaction data.
• Strong communication and negotiation skills.
• Familiarity with CRM tools and sales systems.

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 in the United States to deepen understanding of customer needs and negotiate service terms. You will retain existing clients, re-engage lapsed accounts, and support data-driven retention initiatives across marketing and sales teams.

Key responsibilities include conducting regular follow-ups, producing retention reports, and developing personalized retention plans to improve satisfaction and loyalty.