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
- Perform other duties as assigned by manager
- Bachelor's degree or equivalent experience.
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.
Some travel; less than 5%
Remote home base position
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.