Sales Business Retention Representative - Customer Success

Wolters Kluwer



The **Sales Business Retention Representative - Customer Success** , **Lippincott Solutions** is responsible for driving the implementation of all Lippincott Solutions products into existing and new accounts, ensuring a smooth customer transition from pre-sale, sale, then implementation and assisting with training and rollout, working with reps to drive utilization and customer satisfaction and ensure maximum renewal and retention, and helping to drive new sales and awareness. Activities include: maintaining, extending, and sharing knowledge of Lippincott Solutions products, ensuring optimal onboarding of new customers; driving increased rates of current customer usage and renewal of Lippincott Solutions products, providing exceptional customer support that maintains or increases current customer satisfaction levels; managing a database of customer contracts; working collaboratively with Field Sales to coordinate renewals and general leads, and representing Wolters Kluwer within the industry. This position is responsible for the Western U.S. territory as well as Alaska, Hawaii and Canada. **_***This position will work from a remote home office and can be based anywhere in the Western United States._** **ESSENTIAL DUTIES AND RESPONSIBILITIES** + Maintains, extends, and shares knowledge of Lippincott Solutions products by attending and engaging fully in any available formal or informal training sessions. + Ensures optimal onboarding of new customers by coordinating set up between customer service and customer to verify product configuration meets customer's expectations, providing welcome kit and marketing collateral; providing training (e.g., in-person, live meeting, online, on-demand) and coordinating technology integration with technology teams as appropriate. + Drives increased rates of current customer usage and renewal of Lippincott Solutions products by managing customer analytics including regular customer usage tracking, reporting, and analysis using Adobe Analytics/Omniture and creating and presenting a monthly report to management on key metrics. + Support sales growth from new and existing customers by participating in targeted, scheduled lead generation campaigns as directed by Sales Manager. This would include phone calls, email campaigns, and the potential of travel to conferences and exhibits. + Provides exceptional customer support that maintains or increases current customer satisfaction levels by collaborating and creating referrals for the Lippincott Solutions User Group Program; by surveying customers at regular intervals and working collaboratively and directly with customers and internal resources to deliver solutions that exceed customer expectations and minimize customer impacts. + Will work with Field Sales to track and monitor upcoming renewals to ensure timely communication and coordination of renewal proposals and contracts. + Will work with Field Sales to prepare and deliver Executive Business Reviews in a timely manner to customers. + Act as liaison between customer, sales, product and marketing as necessary to resolve product inquiries (questions, issues reporting, overcoming obstacles & challenges). + Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry and technical trends and general business and financial acumen through various sources and initiative; communicating with customers in a compelling and articulate manner in both verbal and written conversations and presentations. **QUALIFICATIONS** **Education:** Degree in Business, Marketing or related discipline preferred; OR, if no degree, 3 years of sales support or customer success experience. **Required Experience:** Minimum 2 years of sales support or customer success experience, including: + Generating, analyzing, and presenting customer usage reports. + Demonstrating proven track record of effective sales and customer success experience. + Communicating clearly and professionally in person, writing, and by phone. + Previous experience and proficiency hosting web-based meetings using WebEx, Business Skype, or similar. + Microsoft Office Suite; proficiency with Word, Excel, PowerPoint and Outlook required. **Preferred Experience:** 3+ years of sales support of customer success experience, including: + Previous experience preparing project plans for customers a plus. + Working in a multiple-division organization assisting with a variety of customers using multiple products. + Familiarity with the healthcare and/or nursing industry and hospital structure. + Familiarity with online products and/or technology systems used in Health Care (i.e. Learning Management System, E.H.R.'s etc.). + B2B inside sales experience or equivalent customer success experience. + Customer training experience a plus. + Adobe Analytics/Omniture a plus. + experience a plus. **Travel:** 20%, primarily domesticEQUAL EMPLOYMENT OPPORTUNITYWolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative 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.

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