Wolters Kluwer is a leading provider of innovative tax and accounting software solutions, dedicated to empowering individuals and businesses with tools that streamline financial management and enhance compliance. We pride ourselves on delivering exceptional value to our clients through cutting-edge technology and unparalleled customer service.
This role is at the heart of our customer journey and is instrumental in fostering and nurturing client relationships, ensuring long-term value, and driving satisfaction. Reporting to the Director of Client Relationships, the role of Client Relationship Manager will be to work with a specific set of Strategic Customers (~100) to drive the intended value from software solutions they license from Wolters Kluwer, consultant with client, driving successful renewals at the expected growth rates for all of our Tax, Non-Tax Specialty and Outsource services, and meeting or exceeding quota. This role will partner heavily with the Strategic Account Executives assigned to these clients to ensure all areas of client relationship are managed properly. Additionally, this role will also be responsible for consulting with clients on future needs and driving service add-ons for the software solutions we provide. The ideal candidate will have a working knowledge of our products and solutions in our Professional segment, with sales experience to drive the intended retention growth and within the expected timeline that meets the needs of the business.
Account Retention & Growth:
Drive retention by understanding client goals, addressing concerns proactively, and providing exceptional support. Develop strategies to minimize churn and encourage long-term partnerships.
Upselling & Service Add-ons:
Proactively identify and recommend relevant service add-ons and product enhancements that will benefit clients and align with their business objectives. Work collaboratively with sales and product teams to present solutions that deepen client engagement.
Client Advocacy & Feedback Management:
Act as a trusted advisor and advocate for clients within the organization. Gather feedback, understand pain points, and work cross-functionally to address client needs, providing actionable insights to improve our offerings.
Performance Monitoring & Reporting:
Track client engagement metrics, service utilization, and satisfaction levels. Report on client success KPIs, retention rates, and revenue from service add-ons, ensuring transparency and continuous improvement.
Client Success & Value Creation:
Build and maintain strong relationships with clients, focusing on delivering high-value service and ensuring client satisfaction. Identify opportunities to enhance client experience and provide additional value through solutions tailored to their needs.
Salesforce.com Management:
Proactively manage Salesforce.com pipeline and tracking of all renewals and service add-ons, ensure each opportunity is reported accurately, ensuring the proper selling stage and reporting up through senior management.
Skills:
• Business Insight: Thorough understanding of business operations and financials.
• Advanced Client Management: Proficiency in nurturing and maintaining deep client relationships.
• Autonomous Negotiation: Capability to negotiate terms independently.
• Strategic Data Analysis: Ability to perform comprehensive data analysis.
• Effective Presentation: Expertise in delivering persuasive presentations.
• Integrated Coordination: Skill in facilitating collaboration across multiple teams.
• Advanced Sales Knowledge: Deep understanding of sales methodologies and practices.
• Complex Issue Resolution: Proficiency in addressing and resolving intricate client issues.