The Sales Business Retention Representative - Training will have a strong background in account management or sales and is responsible for collaboratively building and maintaining customer relationships with associated sales reps. The individual in this role will have regular interactions with nurse educators and students supporting and coordinating onboarding, training and account retention services to ensure customers maximize usage of our digital education products. This 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 drive retention by training faculty and students; managing account's product usage; and providing ongoing resources to educators and students to expand their ability to deeply integrate Wolters Kluwer's digital learning solutions into their curriculums. The territory for this position is the Southeastern U.S. and includes Virginia to Florida as well as Tennessee, Kentucky and Alabama.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Account Management and Customer Support Tasks:
Establish a trusted and strategic advisor 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 lifecycle (onboarding 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.
Education: Bachelor's Degree Required
Minimum of 2 years' experience in a customer support role. Preferably in account management, sales and/or customer service related to training for digital products.
Experience with Microsoft Office, virtual meeting platform (WebEx, GlobalMeet, Adobe Connect, etc.)
Preferred 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
Ability to excel in data-driven, metrics-oriented environment
Works well independently
up to 50% travel during peak s