Sales Business Retention Representative

3 days ago

Macquarie Park, Australia Wolters Kluwer Full time

**Job Description**:

Introduction

Why Wolters Kluwer?
Be a part of a leading multinational company, trusted to support the decision-making process of our customers, impacting millions of lives. Our products and services deliver expert insights through professional information and software solutions in tax & accounting, finance, compliance, and legal spheres.
At Wolters Kluwer, we are dedicated to hiring, developing & retaining the best talent in the industry and look for talented individuals who are passionate about developing a career within a global organization. We offer opportunities for both personal and professional career development, recognition for your future accomplishments, a fantastic working environment, and flexible work culture.
About the Role

As an essential member of our Customer Success division, the incoming experienced Customer Success Specialist will join a vibrant and high performing team of professionals targeted with retaining existing clients and driving use of our solutions within their daily workflow. Key responsibilities include:

- Partner with consulting teams to drive success through initial onboarding and adoption.
- Create a seamless contract renewal experience, maximizing renewal rates and articulating the value of Wolters Kluwer products at pivotal customer journey moments.
- Perform strategic account planning to identify, forecast and mitigate risk. Work collaboratively with sales to identify ongoing cross-sell/upsell opportunities.
- Lead regular business reviews to communicate progress against agreed success plans, becoming a trusted advisor to our customers.
- Be the voice of the customer, working closely with product and technical service teams to improve the customer experience.
- Report directly to the Head of Customer Experience, contributing to the development of a new Customer Success vision, strategy & value-adds for the Enterprise Customer Success portfolio.
Role Assumptions
- Responsible for managing up to $3.5M of inventory (approximately 50-80 customers)
- Responsible for renewal management of owned accounts only
- Role focus on collaborating with consulting to deliver strategic business reviews with clients to mitigate churn risk

Culture & Benefits
- Full Time, permanent position at our Melbourne/ Sydney office
- The opportunity to expand your skills and grow within our business
- Friendly, fun, and fast paced culture
- Fantastic range of employee benefits (volunteer leave, health & wellness programs, office barbeques)
- Flexible working opportunities

What you bring to our organisation:5+ years of industry, support, or management consulting experience
-Demonstrated success in generating/retaining revenue, proactively managing risk, and building long-term partnerships across corporate and financial services markets
-Strong interpersonal skills and the ability to work with customers at the C level
-Strong knowledge of service delivery processes: time, scope, and priority management skills
-Expertise in any of the following domains (preferable): Tax & Compliance Reporting, Tax Data Management, Tax Automation Software & Technologies
-Experience in navigating complex technology environments and customer use-cases
-Strong interpersonal, presentation and communication skills
-A love for helping customers to optimise their use of technology and information
-A drive to solve the root-cause of problem scenarios as they arise

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