Senior Account Relationship Executive Usa (Remote)

Wolters Kluwer’s ELM Solutions provide a comprehensive suite of tools that address the growing needs of corporate legal operations departments to increase operational efficiency and reduce costs. Corporate legal and insurance claims departments trust our innovative technology and end-to-end customer experience to drive world-class business outcomes.

The Senior Account & Relationship Executive activities include: gaining expertise on the complex and comprehensive ELM product line; learning industry and ELM product line best practices; staying informed of the account management-related processes; maintaining and growing existing customer business; serving as a liaison between clients and ELM; serving as a trusted advisor with clients largely through a rigorous hands-on approach; managing the client relationship throughout the entire project life cycle; contributing to and executing department process improvement initiatives; managing time and resources effectively; maintaining performance standards while working remotely (if applicable); and representing Wolters Kluwer in the industry.

Enterprise Legal Management Software | ELM Solutions | Wolters Kluwer

Essential Duties

• Building and nurturing long-term relationships with key clients to ensure satisfaction and loyalty.
• Learns and maintains comprehensive understanding of full line of ELM products including features, benefits, pricing, intended use, value proposition and competitive position to effectively serve clients.
• Establish and maintain business relationships with key level personnel in legal, finance, procurement, IT and other department that are imperative to the business.
• Developing and implementing account strategies to meet client needs and achieve business objectives.
• Identifying opportunities for upselling and cross-selling to increase revenue from existing accounts.
• Addressing and resolving any issues or concerns that clients may have promptly and effectively.
• Tracking and analyzing account performance to ensure targets are met and identifying areas for improvement.
• Working closely with ELM internal teams, such as sales, marketing, and product development, customer support, professional solutions to deliver solutions that meet client expectations.
• Preparing regular updates on account status, including sales forecasts and progress updates via Salesforce.
• Maintains and grows existing customer business to meet annual sales goals by identifying and understanding client business needs and the value provided by existing ELM solutions; regularly contacting and meeting with customers, remaining informed of their business needs, and promoting the value provided by ELM solutions.
• Serves as liaison between ELM and client contacts providing exceptional service that maintains or increases customer satisfaction levels.
• Ability to negotiate complex contracts.
• Contributes to and executes department-wide process improvement programs and best practices by collaborating with the Directors of Client Services and Client Operations to create business plans, account strategies, revenue goals and action plans that support company goals and objectives.
• Mentors new and less experienced Strategic Account Managers
• Contributes to and executes company-wide process improvement programs and best practices by collaborating with the any ELM department or personal to create business plans, account strategies, product improvement, revenue goals and action plans that support company goals and objectives,
• Ensure client is aware of new product and services offerings.
• Solicit clients for ELM events, case studies, press releases, etc.
• Ensure client will be a reference.
• Promote sales of new products and services
• Responsible for client contract renewal

Job Qualifications

Education:

• Bachelor’s degree in business, Legal, or related field or equivalent experience

Experience:

• 5+ years client services experience, including:
• Account management, managing relationships with internal or external clients at all levels (e.g., senior management, director, VP, to direct users)
• Experience selling software products and/or services.
• Experience communicating effectively both orally and in writing with all levels within an organization.
• Experience developing and delivering Executive level summaries, reports, and presentations.
• Experience developing and conducting in-person presentations to clients to explain the business’ products and services and their alignment with the client’s needs.
• Experience working in a team environment with shared sales goals.

Other Knowledge, Skills, Abilities Or Certifications

• Proficiency in Microsoft Office products required (Outlook, Word, PowerPoint, Project, Visio and Excel).
• Salesforce experience (preferred)

Travel Requirements

• Domestic and international travel approximately 30% – 50% of work time