Vice President Sales Business Retention

Wolters Kluwer - Boston, MA

Full-time - Senior

Remote - Boston, MA

Publishing Industries

About the position

The VP Sales Business Retention is responsible for the overall strategy, structure, and execution of retention activities for Tax & Accounting in North America and APAC. This role involves leading a team of retention leaders and associates, focusing on minimizing churn and maximizing customer lifetime value while enhancing the overall customer experience. The position requires collaboration with various business areas and aims to achieve annual quota and renewal targets across different customer segments.

Responsibilities

• Set clear and concise goals and objectives for the sellers and leaders of each department.
• Deliver annual quota/renewal targets with expected growth for each business segment in North America and Asia Pacific.
• 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 and adherence to discount management policy.
• 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.
• Partner with Sales Operations to analyze customer feedback, usage data, and market trends to identify opportunities for enhancing the customer experience.
• 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 necessary skills.
• 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.

Requirements

• Bachelor's degree or equivalent experience; MBA or master's degree preferred.
• 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.
• Experience managing and understanding the sales process, including territory planning and developing sales pipeline.
• Strong partnering and interpersonal skills.
• Strong sales leadership and management skills, with the ability to inspire and motivate a team.
• Excellent communication, negotiation, and interpersonal skills.
• 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.

Nice-to-haves

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