Senior Account & Relationship Executive

Wolters Kluwer•USA-TX-Remote, TX

5d•$89,600 - $157,000

About The Position

Wolters Kluwer ELM Solutions provides enterprise legal management solutions that help corporate legal departments manage legal operations, matters, outside counsel, legal spend, and performance. Its solutions include Passport, TyMetrix 360°, and LegalVIEW BillAnalyzer, combining technology, legal expertise, data, analytics, and AI to help customers improve efficiency, control legal spend, make decisions, and demonstrate the value of the legal function. The Account Manager protects and grows commercial relationships across an assigned portfolio of WK ELM customers. This senior individual-contributor role owns renewal and expansion strategy, opportunity execution, pricing, contracting, revenue forecasting, and commercial account plans. The Account Manager advises General Counsel, Legal Operations, Finance, Procurement, and Technology stakeholders, developing an understanding of customer priorities, buying processes, competitive environments, and growth potential. The role anticipates commercial risks and opportunities, mobilizes cross-functional resources, and influences outcomes without direct authority. Customer Success leads adoption, customer health, value realization, and risk recovery, while Account Management leads renewal execution, expansion, pricing, contracting, and the commercial forecast. The two functions partner on account planning, executive alignment, retention, and sustainable growth. The Account Manager also coordinates closely with Technical Account Management, Support, Product, Professional Services, Solution Consulting, Finance, and Legal to deliver a coordinated customer strategy. Success is measured through renewal execution, contribution to Gross Revenue Retention and Net Revenue Retention, expansion ARR, forecast accuracy, pipeline creation and progression, multiyear renewals, competitive retention, and sustainable account growth.

Requirements

7+ years of progressive experience in Account Management, Sales, Customer Success, Enterprise Software, or a related customer-facing discipline.
5+ years managing strategic, complex, or enterprise customer relationships.
Demonstrated experience owning renewals, expansion opportunities, pricing, and commercial negotiations.
Proven ability to retain and grow complex enterprise customer relationships.
Experience developing and executing strategic account plans.
Experience managing complex procurement, legal, and contracting cycles.
Experience building business cases and value propositions for enterprise software investments.
Experience forecasting recurring revenue and managing renewal and expansion pipeline.
Demonstrated ability to engage credibly with senior executives, economic buyers, and functional leaders.
Experience identifying and addressing competitive threats and account risk.
Strong negotiation, executive communication, presentation, and relationship-management skills.
Strong operational discipline and experience using CRM systems and structured sales methodologies.
Experience leading cross-functional teams in a SaaS or enterprise software environment.
Proven ability to influence senior stakeholders and internal teams without direct authority.

Nice To Haves

Experience in Legal Operations, Legal Technology, Enterprise Legal Management, eBilling, Matter Management, CLM, ERP, Procurement, or Financial Systems.
Experience supporting Fortune 1000 or similarly complex global enterprise customers.
Familiarity with corporate legal department operations, including legal spend management, outside counsel management, matter management, and legal operations.
Experience selling or expanding enterprise SaaS platforms, data, analytics, AI, or professional services.
Experience managing competitive displacement, account defense, or complex renewal situations.
Experience working in highly regulated industries or complex global stakeholder environments.
Experience partnering with Customer Success teams on adoption, value realization, customer health, and retention.
Experience working within a highly matrixed global organization.

Responsibilities

Develop and execute commercial account plans for assigned customers, with clear renewal, retention, and expansion objectives.
Understand customer business priorities, commercial environment, buying process, and competitive landscape; maintain stakeholder maps of relevant decision makers and influencers.
Identify risks to revenue retention or growth and lead the appropriate commercial response.
Maintain accurate and current account, opportunity, contact, and activity information in the CRM.
Own renewal timelines, commercial strategy, forecasts, negotiations, contract execution, and close; maintain mutual action plans through signature.
Use Customer Success insights about customer health, adoption, value realization, and risk to shape renewal strategy.
Develop pricing, term, packaging, and multiyear strategies that support customer value and company objectives.
Lead engagement with Procurement, Legal, Finance, and other commercial stakeholders, and coordinate internal approvals for pricing, concessions, contract terms, and deal structure.
Identify and address competitive threats, commercial objections, and barriers to renewal; share retention accountability with Customer Success while remaining directly accountable for commercial renewal execution and forecast accuracy.
Own expansion pipeline, opportunity strategy, commercial execution, and close within assigned accounts.
Qualify customer needs and expansion signals; position WK ELM capabilities across Passport, TyMetrix 360°, LegalVIEW BillAnalyzer, Legal Collaborator, AI, and related offerings.
Lead discovery and partner with Solution Consulting, Product, Professional Services, and Customer Success on business cases and value propositions.
Expand relationships across Legal, Legal Operations, executive teams, Finance, Procurement, and Technology; drive aligned cross-sell, upsell, platform adoption, additional users, modules, data, AI capabilities, and services.
Maintain accurate expansion pipeline, close plans, next steps, and revenue forecasts.
Build credible relationships with General Counsel, Legal Operations leaders, executive sponsors, economic buyers, Procurement, and other senior stakeholders; lead strategic commercial discussions and align on the long-term relationship.
Partner with Customer Success on Quarterly Business Reviews and Executive Business Reviews, leading commercial strategy, renewal, and growth discussions.
Develop executive sponsorship and mobilize company leadership when executive engagement can advance retention or growth.
Understand customer organizational dynamics, decision criteria, budget cycles, and approval processes; represent the customer's commercial perspective internally.
Maintain complete, accurate, and timely renewal and expansion forecasts; apply required sales methodology, qualification standards, opportunity stages, and inspection cadence.
Create and maintain close plans and mutual action plans with clear owners, milestones, decision criteria, and dates; promptly communicate material changes to timing, value, probability, risk, or customer commitment.
Manage account pipeline coverage and progression, and provide account updates, risk assessments, and recommended actions in forecast and executive reviews.
Align commercial account plans with Customer Success plans and value realization priorities; use adoption, health, stakeholder engagement, and outcome insights to inform decisions.
Partner with Technical Account Management, Support, and Professional Services on service or delivery matters that create commercial risk or opportunity.
Partner with Product and Marketing on customer needs, competitive intelligence, references, and growth opportunities; partner with Solution Consulting on differentiated solution and value narratives.
Coordinate with Finance, Legal, and leadership to secure approvals and execute agreements; establish clear internal ownership and maintain a coordinated customer message.
Influence outcomes across teams without direct authority.