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Wolters Kluwer Manager, Sales Business Retention - Remote work in Topeka, Kansas

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

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.

Travel requirements

Some travel; less than 5%

Physical Demands

Remote home base position

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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.

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