The Senior Sales Business Retention Associate is responsible for retaining and growing revenue within an assigned portfolio of existing customers. This role combines account management, consultative selling, and proactive renewal management to maximize customer value and long-term retention.
The Retention Associate owns the renewal lifecycle from early engagement through contract close, proactively building relationships with key contacts, demonstrating product value, and identifying opportunities to expand customer usage. Success in this role requires a strong consultative sales approach focused on renewing business, increasing product adoption, and generating incremental revenue through upsell opportunities.
The primary responsibility of the Retention Associate is to secure research product renewals, increase revenue within the existing customer base through upselling and product adoption, and successfully deliver annual price increases set forth by the business. The Retention Associate also identifies and forwards qualified opportunities to the appropriate Sales channels when appropriate. These functions are performed in a manner consistent with company established timelines and objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Owns and manages a portfolio of existing customer accounts and is responsible for retention, renewal execution, and revenue growth within the assigned book of business.
Responsible for achieving assigned renewal rate and revenue retention targets within the assigned portfolio of accounts while identifying opportunities to increase customer spend through product adoption and expansion.
Learns the full line of CCH TAA Tax Research and Audit products including features, benefits, pricing, intended use, value proposition and competitive position in order to effectively serve clients and position solutions that meet customer needs.
Handles account management activity for Tax Research software customers to effectively promote and facilitate a positive renewal environment for the customer while strengthening long-term relationships.
Proactively manages renewal cycles beginning approximately 90-120 days prior to contract expiration by engaging customers early, reinforcing product value, identifying risks, and positioning successful renewal outcomes.
Initiates and manages customer engagement well in advance of renewal to establish value, mitigate churn risk, and ensure renewal conversations are not limited to invoice delivery.
Executes the consultative sales process for Tax & Accounting Research products and services by staying fully informed of the prescribed sales methodology and aligning solutions with customer workflow and business needs.
Identifies opportunities to expand revenue within existing accounts through upselling, cross-selling, increased product utilization, and additional product adoption.
Conducts outbound customer engagement including phone calls, virtual meetings, and targeted outreach campaigns to build relationships, communicate value, and drive renewal and expansion opportunities.
Maintains consistent proactive engagement with customers through phone, email, and virtual meetings to ensure sufficient activity levels that support renewal success and account growth.
Handles renewal activity for accounts, add-on sales activity, account management and other sales services and effectively tracks and manages renewal cycles throughout the year.
Maintains accurate pipeline management, renewal forecasting, and activity tracking within CRM tools to ensure visibility into renewal health and growth opportunities.
Contributes to new product development that meets customer needs by identifying gaps where current products do not meet client requirements; working with product managers to translate unmet client requirements into business and functional specifications.
Improves WK CCH TAA Tax Research and Auditing market share by strengthening customer relationships, increasing product adoption, and ensuring customers realize the full value of Wolters Kluwer solutions.
Collaborates with Management, Retention Representatives, Account Executives and Alliance Team in developing joint sales plans, business plans, presentations, and creating referrals.
Manages time and resources effectively to accomplish sales goals by planning for and scheduling all required sales activity.
Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiative.
Communicates Wolters Kluwer competitive advantage to customers in a compelling articulate manner in verbal and written conversations and presentations.
Behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.
OTHER DUTIES
Proactively pursues professional development activities (e.g., attending seminars, reviewing professional publications, establishing personal networks).
Manages time and company resources appropriately.
Performs other duties as assigned by supervisor.
JOB QUALIFICATIONS
Education: BS/BA degree in a business-related field or equivalent work experience in a professional sales setting.
Required Experience
Minimum of 2 years of experience in a sales, account management, customer success, or customer-facing role including:
Experience making presentations to prospective or existing clients to explain the business products and services and their alignment with the clients needs.
Experience using online presentation tools.
Experience using a consultative sales approach to identify customer needs and position appropriate solutions.
Intermediate experience with recent version of Microsoft operating systems and Office, especially Word and Excel.
Preferred Experience and Training
1 year of experience in a sales retention or account management role with responsibility for renewing and growing existing customer revenue.
Technical, software or online solutions sales experience a plus.
Experience selling on premise and cloud-based solutions and services.
Experience working in a highly matrixed environment.
Formalized sales training (e.g., Holden, Complex Sale, Solutions Selling, Miller Heiman, The Challenger Sales Module, Salesforce.com).
Preferred Knowledge and Abilities
Understands the workflow of Tax Research and Auditing Departments.
Demonstrated ability to create positive working relationships with customers, co-workers and leaders.
Strong customer service, relationship management, and interpersonal skills.
Demonstrated ability to work independently and meet deadlines consistently with minimal supervision.
Good organizational skills and ability to prioritize work effectively to meet business needs.
Excellent English language skills required, both verbal and written.
Experience with CRM tools, i.e. SalesLogix; Salesforce.com; etc
Travel Requirements: 5 - 10%
Attending offsite meetings Ability to travel independently and overnight Ability to travel by air Ability to obtain a credit card
Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Compensation:
Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.
Additional Information:
Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.
At Wolters Kluwer, we excel at creating content solutions for use in a professional context in the fields of health, corporate services, finance, tax, accounting, law, regulation, and education. We are professionals serving professionals and are committed to delivering essential content, software, and services to help our customers make their most critical business decisions. Utilizing the latest in information technology, we ensure that our customers have the solutions they need, when they need them, and in the media best suited to their requirements. When we achieve this, we deliver on our goal of being the market leader in content in context.
Partners in Innovation
Wolters Kluwer professionals are continuously engaged in an ongoing exchange of expertise and ideas with our customers about their work. This partnership in innovation is at the heart of meeting our commitment to the lawyers, doctors, nurses, tax advisors, teachers, and business executives we serve. Knowledge of their professional workflows and the ability to apply emerging technologies to make them more efficient and productive are at the heart of this partnership.
Leading Positions and Brands
Strong market positions are very important to our business strategies at Wolters Kluwer, and we value the leading positions we hold in most of our markets. Across all of our markets, we own strong, enduring brands in North America such as Adis International, Aspen Publishers, Bankers Systems, CCH, ClineGuide, CT Corporation, Kluwer, Facts & Comparisons, IFI Claims, Lippincott Williams & Wilkins, Loislaw, Medi-Span, Ovid Technologiesand Skolar. These brands have promised and delivered high quality information for decades, and we are committed to continuing to do everything necessary to earn, retain, and expand leadership positions in our selected markets.