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The Sales Business Retention Representative – Nursing Education will have a strong background in account management and is responsible for collaboratively building and maintaining customer relationships with associated sales reps. The individual in this role will have regular interactions with health faculty and students supporting and coordinating onboarding, training and account retention services to help customers maximize usage of our digital education products. Individual will be a team player with strong customer service and business consultancy skills who is self-motivated to meet and exceed business objectives. The Sales Business Retention Representative’s goal is to manage accounts by driving product usage, faculty and student engagement, increasing our customer's ability to learn product integration and increasing the customer's digital education product portfolio.

*This position works from a remote home office and will be responsible for a territory that includes the Western U.S. and some Central U.S. locations.**

ESSENTIAL DUTIES AND RESPONSIBILITIES

Account Management and Customer Support Tasks:

• Establish a trusted and strategic adviser relationship with key accounts to drive continued value of products and services.

• Meet with key decision makers at assigned accounts to develop needed training/implementation plans. Also working to drive product usage via retention and engagement strategies.

• Independently manage customer’s progress through the product life cycle (on-boarding through retention) to ensure a successful digital experience.

• Provide on-going support and addresses complaints with the goal of increasing customer satisfaction and ensuring renewals. Works to provide ‘early intervention’ to at risk accounts to ensure continued use products.

• Lead web-based and onsite training classes to assist faculty and students with successfully implementing digital education products.

• Provide recommendations for improvements in the training and retention program.

• Use internal tools for documentation and reporting with minimal guidance.

QUALIFICATIONS:

Education: Bachelor’s Degree preferred or relevant, equivalent experience

Required Experience:

• A minimum of 2+ years of experience in a customer support role; preferably in account management, sales and/or customer service related to training for digital products.

• MS Office; Word, Excel, PowerPoint and Outlook.

Preferred Experience:

• Experience with Salesforce or other CRM preferred.

Other Knowledge, Skills, Abilities:

• Strong customer relationship skills; ability to retain and grow accounts.

• Strong presentation/ demonstration skills.

• Critical thinking and problem-solving skills to meet project requirements and quickly handle client issues.

• Willingness and ability to take initiative in addressing client problems and improving team efficiency.

• Ability to present and explain training resources clearly in written and verbal communications to faculty and students.

• Excellent organization, time management, and prioritization skills Experience with Microsoft Office, virtual meeting platform (WebEx, GlobalMeet, Adobe Connect, etc.).

• Ability to excel in data-driven, metrics-oriented environment.

Travel Requirements: Up to 50% travel during peak seasons (months of January, May, August & September) The majority of travel will be air travel to cover the region.

EQUAL EMPLOYMENT OPPORTUNITY Wolters 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.