Sales Business Retention Representative

undefined ago • All levels • Business Development

Job Summary

Job Description

As a Sales Business Retention Representative, you will be instrumental in driving the long-term success of the customer base. You will proactively manage customer needs and utilize retention strategies to maximize satisfaction and loyalty through product and market knowledge. Key responsibilities include achieving renewal targets, reducing churn, building strong customer relationships, providing product support, and identifying up-selling/cross-selling opportunities.
Must have:
  • Achieve assigned customer base renewal percentage.
  • Constantly reduce churn through prevention and retention strategies.
  • Build and cultivate strong, lasting relationships with key customers.
  • Provide in-depth support on products and services, addressing complex requests.
  • Proactively reactivate inactive customers.
  • Monitor and manage customer satisfaction metrics.
  • Identify up-selling and cross-selling opportunities within existing accounts.
  • Proactively monitor contract deadlines and manage events (disputes, limited usage, cancellations).
  • Communicate with customers to identify needs for up-selling and renewals.
  • Handle customer objections effectively.
  • Collect and analyze customer feedback and monitor renewal/cancellation trends.
Perks:
  • People Care (focus on work environment, individual and professional growth)
  • Continuous training (access to tech platforms, #GROW program, knowledge sharing communities, personalized IT paths)
  • International and interfunctional projects
  • Agile work methodology in a collaborative environment
  • Hybrid work model
  • Flexible hours for work-life balance
  • Meal vouchers (8 euros value)
  • Online well-being programs
  • Welfare platform for all employees

Job Details

As a Sales Business Retention Representative, the position is instrumental in driving the long-term success of the customer base. Through product and market knowledge, you will proactively manage customer needs and utilize retention strategies to maximize customer satisfaction and loyalty.

Key responsibilities

  • Ensure the achievement of the renewal percentage related to the assigned customer base.
  • Constantly reduce churn through the application of prevention and retention strategies for the customer base.
  • Build and cultivate strong and lasting relationships with key customers.
  • Provide in-depth support on products and services, addressing complex requests.
  • Participate in the development of customer loyalty programs.
  • Proactively reactivate inactive customers through innovative strategies.
  • Monitor and manage customer satisfaction metrics.
  • Identify up-selling and cross-selling opportunities within existing accounts.

Key activities

1. Monitoring deadlines/events:

  • Proactive Control: Constantly monitor contract deadlines to ensure renewals are managed promptly.
  • Event Management: Timely management of events (e.g., disputes, limited product usage) and cancellations to reduce the churn percentage.

2. Up-selling and renewals management:

  • Communication with customers to identify specific needs/requirements to be met with commercial up-selling proposals, also during the contract renewal phase.
  • Personalization: Personalize communications to respond to the specific needs of each customer, with the support of customer engagement.

3. Objection Handling:

  • Active Listening: Listen carefully to customer concerns and respond effectively.
  • Solutions: Propose solutions that address objections and improve customer satisfaction.

4. Data Analysis:

  • Feedback: Collect and analyze customer feedback to identify areas for improvement.
  • Trends: Monitor renewal and cancellation trends to adapt management strategies.

What We Offer

We work in a rapidly expanding multinational context and provide our teams with:

  • People Care: care and attention to the work environment, people, and their individual and professional growth within the Technology organization.
  • Continuous training:
  • Access to the most qualified technological training platforms;
  • Access to quality training paths through the internal #GROW program;
  • Knowledge sharing communities
  • Programming of personalized IT paths
  • International and interfunctional projects: possibility to participate in international projects to ensure the exchange of knowledge and ideas.
  • Work methodology: Agile operating mode in a collaborative, informal, and open work environment for the exchange of ideas.
  • Benefits
  • Hybrid work model
  • Flexible hours to ensure work-life balance
  • Meal vouchers worth 8 euros
  • Online well-being programs
  • Welfare platform open to all employees
  • Workplace
  • South Milan and Smart working
  • #winasateam
  • #wolterskluweritalia
  • #LI-Hybrid

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

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About The Company

Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.  

Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands.

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