Sales Business Retention Representative

Job Description: Manage a portfolio of National or Mid‐Market customer accountsDeliver proactive, outcome‐focused customer meetings based on an established engagement cadencePrepare agendas, lead customer conversations, and provide clear follow‐up communicationCommunicate with customers in a compelling and articulate manner in both verbal and written conversations and presentationsBuild trusted relationships with key customer stakeholders and championsMaintain an understanding of customer goals, success criteria, and renewal timelinesShare customer feedback, trends, and insights to internal teamsSupport new customer implementations by partnering with Sales and internal teams to ensure seamless handoffGuide customers through onboarding, including kickoff conversations, training coordination, and early adoption supportEnsure customers understand product capabilities, best practices, and success milestones during initial rolloutIdentify and address early risks during implementation to set a solid foundation for long‐term successDrive adoption and effective use of Lippincott Solutions productsMonitor customer health and usage trends to identify risks and opportunitiesPartner with Account Executives on renewals, expansions, and growth opportunitiesSupport customer advocacy efforts, including references or success stories where appropriateMaintain accurate and timely customer records in SalesforceDocument customer interactions, decisions, and next stepsPrepare for and participate in Quarterly and Executive Business Reviews as neededCreate detailed usage reporting and analyze data to inform customer strategy and internal alignmentLeverage available technology and AI tools to improve efficiency and quality of customer communicationSupport continuous improvements in process, quality, and customer experienceWork closely with Account Executives and internal partners to ensure aligned customer strategyParticipate in team meetings, enablement sessions, and knowledge sharingContribute to best practices, templates, and shared learnings across the teamRequirements: 2+ years of experience in Customer Success, Account Management, Sales Support, or a related customer‐facing roleExperience managing customer relationships and balancing multiple prioritiesStrong written and verbal communication skillsComfort leading virtual meetings and customer discussions using Microsoft Teams, WebEx, or similarProficiency with Microsoft Office tools; CRM experience preferred3+ years of Customer Success or B2B client management experience (preferred)Experience in healthcare, nursing, or clinical environments (preferred)Familiarity with SaaS, digital platforms, or learning technologies (preferred)Experience preparing customer presentations, account plans, or business reviews (preferred)Customer training experience is a plus (preferred)Benefits: Medical, Dental, & Vision Plans401(k)FSA/HSACommuter BenefitsTuition Assistance PlanVacation and Sick TimePaid Parental Leave