Associate Director Sales Business Retention

Job Summary

This is a leadership role for the Business Retention team, supporting and overseeing the software subscription retention function at Wolters Kluwer, and ensuring the delivery of extraordinary customer experiences throughout the customer lifecycle. The position plays a lead role in managing and driving our customers’ product utilization across the APAC product portfolio and is responsible for the preparation of the retention budget in APAC and subsequent forecast accuracy. Managing the Retention business in line with forecast is integral to this role, including driving and measuring key performance metrics such as volume trends, pipeline management and the overall health of the Retention business. Setting a strategic business development plan for ‘at risk’ accounts, as well as developing strong cross functional stakeholder relationships will drive success in the role. 

About You:

Professional Experience 

• 10+ years of experience as a Retention Manager/Customer Success/Sales or similar role;  

• Previous sales/business retention-leadership experience; as well as experience working within a global matrix organisation 

• Skilled at identifying and forging relationships with decision makers and influential stakeholders;  

• Able to effectively balance competing priorities and make decisions that best support the team, and the customer. You are customer-centric to your core;  

• You’re devoted to ensuring our customers’ success and adoption of our product;  

• Previous experience managing a book of high-value customer relationships in post-sales or deployment services, ability to drive customer success and align within complex customer environments at executive and department levels 

• Self-motivated, proactive team player; you take action and work effectively in a highly ambiguous, ever-changing environment.   

• Exceptional organisational and operational skills and a proven track record of delivering retention outcomes through effective process rigour and streamlining;  

• Strong organisational skills, with the ability to oversee and manage complex projects and reporting requirements to completion;   

• Experience using Salesforce and analytics like PowerBI 

Personal Attributes 

• An excellent people leader, with a strong ‘team player’ mindset and collaborative approach 

• A willingness to work flexibly outside of standard APAC hours to meet with global teams when required 

• A love for helping customers to optimise their use of technology and information, so that their businesses succeed.  

• Strong analytical skills, geared at identifying opportunities and risks 

• Able to communicate confidently & concisely via email, over the phone, or in person, with all audiences (from cross-functional team to executive stakeholder) 

• Polished communication skills as well as the confidence to deal with difficult customers 

• Resilience and problem-solving skills, as this is a fast-paced role with multiple conflicting priorities 

• An appetite to work within a growing software business as part of a huge multinational organisation with many development opportunities 

• International experience is preferred, with a strong understanding of core APAC markets 

Our Values

Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise, and talents is of the utmost importance.

We pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements.

Culture and Benefits

We care for our people and a part of that we offer:

• Flexible Working Arrangement – Work from Anywhere and Hybrid Working (promoting work life balance)
• Learning and Development opportunities
• Parental leave benefits that exceed legislative requirements
• The opportunity to work within a global organization with experienced leaders

You can learn more about what we do by visiting our:

Website: Wolters Kluwer Australia | Wolters Kluwer

Meet the People: How the People of Wolters Kluwer Strive to Be The Difference | Wolters Kluwer