Jobs for People with MS: National MS Society

The VP Sales Business Retention will be responsible for the overall strategy, structure and execution of our Tax & Accounting NA & APAC retention. This includes all retention and renewal activities for clients in all customer segments, as well as influence on the overall customer experience and NPS with Wolters Kluwer. The person in this role will lead a team of 5 retention leaders and an estimated 100 retention associates throughout North America and APAC. As a direct report of the SVP of TAA North American & APAC Sales, it is expected that this role will work closely and collaborate with all areas of the business, including Customer Unit leadership, Operations, New Business Sales, Back Office, and Order Management.

This is a hybrid role requiring two days per week in office and three days per week working from home if you live within commuting distance to one of our offices preferably in Kennesaw, GA. Possible remote consideration for other locations.

Essential Duties and Responsibilities:

• Set clear and concise goals and objectives for the sellers and leaders of each department, executing on each business segment strategy.

• Deliver annual quota/renewal targets with expected growth for each business segment in North America and Asia Pacific. Execute on growth in retention rates of software and transactions business lines.

• Develop and execute data-driven retention strategies to minimize churn and maximize customer lifetime value.

• Execute and deliver on key financial objectives to improve business segment performance including specific growth objectives, including cross sell and upsell, and adherence to discount management policy in each customer segment.

• Implement processes and systems to monitor customer health, identify at-risk accounts, and proactively address issues to prevent churn.

• Establish and monitor key performance indicators (KPIs) and metrics to measure the effectiveness of renewal and retention efforts.Partner with the Service Excellence COE to execute a clear plan on Customer Experience by influencing key stakeholders both within TAA NA and TAA APAC

• Partner with Sales Operations to analyze customer feedback, usage data, and market trends to identify opportunities for enhancing the customer experience and driving retention.

• Execute an overall development plan for the Retention business that balances the need for sales skills and service.

• Partner with Learning & Development to determine the curriculum needed within retention to improve the skills necessary to drive the business forward.

• Partner with marketing to develop an overall customer touch program that will drive customer engagement.

• Partner with back office and order management teams to ensure workflow of the sellers is maximized and non-selling activity is limited.

Other Duties:

• Work on other TAA NA and TAA Global initiatives to drive the business into the future.

Job Qualifications:

Education: Bachelor’s degree or equivalent experience. MBA or master’s degree preferred.

Experience: 15 years’ sales leadership and operational experience

• CRM (SFDC) and understanding sales and billing workflow from ERP (SAP) required.

• Successful track record of achieving sales objectives.

• Successful track record of working with cross-functional teams across the organization.

• Experience managing and understanding the sales process (including territory planning, developing sales pipeline, etc.).

• A successful track record of working with managers and executives at high levels in the organization, as well as staff.

• Strong partnering and interpersonal skills.

• Strong sales leadership and management skills, with the ability to inspire and motivate a team to achieve ambitious goals.

• Excellent communication, negotiation, and interpersonal skills, with the ability to build rapport and trust with customers at all levels.

• Strategic thinker with a data-driven approach to decision-making and problem-solving.Experience working in a fast-paced, high-growth environment, preferably in a SaaS or technology-driven industry.

Other Knowledge, Skills, Abilities or Certifications:

• Ability to manage projects with multiple tracks as a high-energy leader.

• Ability to develop clear action plans and drive processes with numerous interdependencies.

• Ability to work effectively in situations involving shifting priorities and rapid change, demonstrating ability to cope.

• Ability to provide accurate sales forecasts through account planning, historical data, market conditions, and segment priorities. Excellent written and verbal communication skills, strong presentation skills.

• Strong problem-solving skills, analytical capabilities, and collaboration skills

• Must have attention to detail, a commitment to quality and be results driven and customer focused.

• Must be able to define strategy and oversee day-to-day tactical execution.

• Experience leading change.

Travel requirements: Overnight travel required - may be 30% or more.

Physical Demands: Ability to travel independently and overnight and ability to travel by air. Normal office environment.

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.