Sales Business Retention Representative

Wolters Kluwer, a leading player in the software, publishing, and training market, is looking for a Sales Business Retention Representative. 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 by applying customer base prevention and retention strategies.
• Build and cultivate strong, lasting relationships with key clients.
• 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 renewal management:

• Communication with customers to identify specific needs to be met with commercial up-selling proposals, also during contract renewal.
• 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 hours
• International and interfunctional projects: possibility to participate in international projects to ensure the exchange of knowledge and ideas.
• Work methodology: Agile operational mode in a collaborative, informal, and open work environment for the exchange of ideas.
• Benefits
• Hybrid work mode
• 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