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.

Key Areas of Responsibility

Drive a successful renewals process for subscription life cycle and account management.

Execute change management & customer migration strategies to new products as needed, in strong collaboration with product and marketing.

Drive a shift to proactive digital customer engagement channels to enabling high value exchanges with clients.

Influence key stakeholders, sales, marketing, product management, software development and finance leaders, to ensure operational plan synergies.

Drive continual improvement in people capability and testing new strategies to achieve increased performance.

Develop and maintain a culture with an agile mindset that fosters high colleague engagement, trust, collaboration within and between teams, empower people and developing skills and knowledge.

Ensuring a continuous focus on driving improved productivity and efficiency without compromising agreed KPIs

Responsible for the preparation of the renewals and retention budget in APAC and subsequent forecast accuracy. Manage the renewals business and deliver service in line with budget / forecast.

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

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.