• Job Description

  Req#: R0035846

  The Manager, Sales Business Retention role is accountable for the overall performance and results of a sales business retention sales team. This role provides direction to a team of sales business retention reps based on general policies and management guidance. They oversee the team’s management and retention of existing customers and re-engagement of lapsed customers. Additionally, this role improves short- and long-term business relationships and generates sales leads through frequent contact; maintains ongoing business relationships with current industry clients to protect and grow the current existing customer base. This person adapts departmental plans and priorities to address resource and operational challenges; ensures that project goals/milestones are met, business targets achieved, and approved budgets contained; works toward objectives established by upper levels of management and recommends/implements departmental specific procedures. The Manager, Sales Business Retention provides guidance to employees, colleagues and/or customers and maintains a team of at least 6 WK employees.

  Essential Duties and responsibilities

  • Manages and drives a fast paced renewal sales team to meet and exceed quota and assists reps in maintaining and mastering on-going relationships with each customer on the basis that each communication provides value to the customer
  • Provides regular, ongoing, one-on-one coaching with sales reps to continually enhance their sales success and development; evaluates skill levels throughout the entire sales cycle (prospect, question/develop, demonstrate, propose, negotiate, close) to identify strengths and weaknesses, and assists with plans and ideas to improve their effectiveness; utilizes all available coaching opportunities including: regular 1:1 meetings, territory reviews, joint customer calls, phone observations and sales strategy planning
  • Provides ongoing skill, industry, product, and process training to the sales team through regular team meetings
  • Understands customers’ current business environment and ongoing strategy
  • Intuitively and proactively understands customer concerns and facilitates escalation to the appropriate resources
  • Acts as a customer advocate/peer to ensure all potential service objectives are addressed and met
  • Enables a positive customer experience with all customers, including handling customer escalations and problem solving for customers
  • Strategizes with team to protect and grow revenues for assigned territory by identifying potential accounting, workflow and training opportunities
  • Maintains high capacity to learn terminology, technology, and new products in a dynamic learning environment

  • Develops and maintains knowledge of Research & Learning solutions
  • Recruits, interviews, selects, and onboards new renewal reps to the team and continually develops interviewing skills to select candidates with the skills, knowledge, and talent to succeed
  • Develops and maintains knowledge of organizational structure and processes to assist sales reps in effectively making sales or escalating and resolving issues
  • Regularly inspects key individual sales metrics used for diagnosis (i.e., CRM usage, call activity, opportunity pipeline, etc.)
  • Partners and interacts constructively with other management positions throughout the business and acts as an advocate for the team and customer
  • Effectively manages time, to achieve both sales and development goal
  • Effectively manages email and voicemail to ensure prompt response to internal and external customers
  • Ability to juggle multiple tasks at once while still maintaining a high level of attention to detail
  • Monitoring competitors’ activities and industry trends to identify potential threats to the business
  • Has a high level overview of the Canada retention business to provide coverage when Associate Director is OOO

  Other Duties

  • Perform other duties as assigned by manager

  Job Qualifications

  Education:

  • Bachelor's degree or equivalent experience.

  Experience Required:

  • 5 years of Sales Management (supervisory) experience and 3 years of successful strategic/solutions sales experience or related discipline.
  • Demonstrated ability to effectively coach individuals to attain sales results.
  • Demonstrated ability to provide ongoing training and development to a sales team.
  • Demonstrated learning aptitude -- ability to absorb and apply extensive industry and product knowledge to customers.

  Other Knowledge, Skills, Abilities or Certifications: (First list requirements, followed by preferences.)

  • Excellent interpersonal skills, working effectively with wide range of people at all levels.
  • Strong written and verbal communication skills.
  • Highly goal oriented, focused on achieving / exceeding expected results.
  • Strong customer focus--dedicated to meeting the expectations and requirements of customers and acts with customer in mind.
  • Ability to manage multiple functions simultaneously and work in a dynamic, fast-paced environment.
  • Strong planning, organization, and time management skills.
  • Exercise’s initiative does not wait for direction to take action.
  • Prior experience with SalesForce.com and/or SAP desired.
  • Prior experience motivating and managing a remote team.

  Prior experience hiring and training team members. Open to all US Remote locations

• About the company

  Wolters Kluwer NV is an American Dutch information services company.

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