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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ability to manage large and complex clients ELM has in its portfolio.
• Learns and maintains comprehensive understanding of full line of ELM products including features, benefits, pricing, intended use, value proposition and competitive position in order to effectively serve clients.
• Establish and maintain business relationships with appropriate level personnel in the corporate legal department
• Executes and contributes to prescribed account management processes for accounts by understanding the complexities of selling products and services to law departments
• 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

Additional Responsibilities:

• Able to effectively serve as a company advocate, ability to negotiate for the company and department
• Provide regular feedback to Product Management concerning market trends and product and services ideas
• Establish and maintain a system of regular communication with clients to include phone calls and on site visits.
• Create call / visit reports to document findings and to communicate internally.
• Have knowledge of each client's solution and how the solution is used by the client.
• Perform business process reviews on a regular basis with clients to insure client is receiving value, offer suggestions for improvement and other ELM products and services that will increase the value to the client.
• Solicit other ELM resources as required to address client issues and needs.
• Monitor client customer support issues and act as a proxy as necessary to facilitate resolution.
• Ensure clients are aware of ELM events that would benefit the client.
• 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;

Experience:

• Minimum 5+ years client services experience, including:
• Serving clients in th legal market
• Experience 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).

TRAVEL REQUIREMENTS

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

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