Account & Relationship Manager

Wolters Kluwer•Cary, IL

About The Position

The State & Local Government (SLG) Account Manager for Wolters Kluwer (WK) Legal & Regulatory US is responsible for driving customer retention, account expansion, and long-term relationship value within an assigned portfolio of SLG accounts. This role focuses on ensuring customer satisfaction, increasing product adoption, expanding usage across agencies, and uncovering strategic upsell and cross-sell opportunities. The SLG Account Manager partners closely with Sales Leadership, Product, Marketing, and internal support teams to develop account strategies that strengthen customer partnerships and generate profitable, sustainable growth. This position requires a deep understanding of WK products, customer workflows, and the SLG market landscape to effectively identify needs, align solutions, and deliver value to existing clients.

Requirements

Bachelor’s degree in business, Marketing, Public Administration, Communications, or related field.
3+ years of experience in roles such as: Account management, client relationship management, customer success, or renewals.
Working with multiple stakeholders including managers, directors, and senior government officials.
Presenting value-driven proposals to clients.
Managing renewal cycles and negotiating retention or expansion deals.
Using CRM software (Salesforce preferred) and Microsoft Office Suite.
Meeting or exceeding retention, growth, or revenue goals.
Domestic travel up to 25% (client visits, conferences, industry events).
Valid driver’s license required.
Ability to travel independently via air and ground transportation.
Use of a company-issued credit card for business expenses.

Nice To Haves

5+ years of account management or sales experience, preferably in the legal, regulatory, government, or information services industry.
Experience with Outreach, Gong, ZoomInfo, SalesIntel, GovSpend, and other sales enablement tools.
Background working directly with State & Local Government agencies.

Responsibilities

Maintain deep knowledge of LRUS products, services, use cases, and competitive differentiation.
Understand SLG business processes and how WK solutions support agency goals, productivity, compliance, and modernization initiatives.
Stay current on State & Local Government trends, industry challenges, procurement requirements, and technology adoption patterns.
Participate in ongoing training, mentoring, and self-directed learning to continuously enhance product proficiency and account management capabilities.
Serve as the primary point of contact for assigned accounts, building strong, trust-based relationships with decision-makers, influencers, administrators, and power users.
Develop structured account plans to improve retention rates, prevent churn, and expand solution penetration across agencies or departments.
Conduct proactive outreach to assess customer health, resolve issues, strengthen adoption, and ensure clients receive maximum value from WK products.
Collaborate with Support, Implementation, and Customer Success to deliver seamless customer experiences and address escalations.
Identify growth opportunities within existing accounts by understanding customer priorities, budget cycles, and emerging technology needs.
Conduct consultative discussions that uncover gaps, pain points, and areas where expanded WK solutions can drive increased value.
Present tailored product recommendations, coordinate demos, prepare proposals, and negotiate renewal and expansion contracts.
Partner with Marketing and Product to provide customer insights that influence campaigns, messaging, product enhancements, and future roadmap priorities.
Maintain a robust pipeline of retention and upsell opportunities, documented accurately in CRM (Salesforce).
Produce reliable forecasts for renewals, risk accounts, and expected expansion revenue.
Track, analyze, and report account activity, customer interactions, and performance metrics.
Ensure all account management activities align with regional and corporate objectives.
Represent Wolters Kluwer professionally at industry events, conferences, and customer meetings.
Communicate clearly, confidently, and effectively in written, verbal, and presentation formats.
Uphold WK’s values of integrity, customer focus, collaboration, and excellence.
Maintain strong relationships with internal stakeholders to support customer outcomes.
Engage in continuous professional development through seminars, networking, self-study, and industry research.
Manage time and resources effectively in support of business goals.
Perform additional responsibilities as assigned by the Associate Director or Sales Leadership.