Sales Business Retention Representative

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Oversee a portfolio of National or Mid-Market customer accounts

• Conduct proactive, outcome-oriented customer meetings based on a defined engagement schedule

• Create meeting agendas, facilitate customer discussions, and ensure clear follow-up communications

• Engage with customers in a persuasive and articulate manner through both verbal and written interactions and presentations

• Establish trusted relationships with key customer stakeholders and advocates

• Keep abreast of customer objectives, success metrics, and renewal timelines

• Relay customer feedback, trends, and insights to internal teams

• Assist in new customer implementations by collaborating with Sales and internal teams for a seamless transition

• Guide customers through the onboarding process, including kickoff meetings, training coordination, and initial adoption support

• Ensure customers are aware of product features, best practices, and key success milestones during the initial rollout

• Identify and mitigate early risks during implementation to establish a strong foundation for long-term success

• Promote the adoption and effective utilization of Lippincott Solutions products

• Monitor customer health and usage patterns to pinpoint risks and potential opportunities

• Collaborate with Account Executives on renewals, expansions, and growth initiatives

• Support customer advocacy efforts, including references or success stories where relevant

• Maintain accurate and timely records of customer interactions in Salesforce

• Document customer conversations, decisions, and follow-up actions

• Prepare for and engage in Quarterly and Executive Business Reviews as necessary

• Generate detailed usage reports and analyze data to guide customer strategies and internal alignment

• Utilize available technology and AI tools to enhance the efficiency and quality of customer communications

• Foster ongoing improvements in processes, quality, and customer experience

• Collaborate closely with Account Executives and internal partners to ensure a unified customer strategy

• Participate in team meetings, enablement sessions, and knowledge sharing activities

• Contribute to the development of best practices, templates, and shared insights across the team

⛳️ Requirements

• Minimum of 2 years of experience in Customer Success, Account Management, Sales Support, or a related customer-facing role

• Proven experience in managing customer relationships while juggling multiple priorities

• Excellent written and verbal communication skills

• Comfortable leading virtual meetings and customer discussions using Microsoft Teams, WebEx, or similar platforms

• Proficient in Microsoft Office tools; CRM experience is a plus

• Preferred: 3+ years of Customer Success or B2B client management experience

• Preferred: Experience in healthcare, nursing, or clinical settings

• Preferred: Familiarity with SaaS, digital platforms, or learning technologies

• Preferred: Experience in preparing customer presentations, account plans, or business reviews

• Preferred: Customer training experience is advantageous

🏝️ Benefits

• Medical, Dental, & Vision Plans

• 401(k)

• FSA/HSA

• Commuter Benefits

• Tuition Assistance Plan

• Vacation and Sick Time

• Paid Parental Leave