Account & Relationship Manager

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.

ESSENTIAL DUTIES & RESPONSIBILITIES

Product & Industry Expertise

• 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.

Account Retention & Relationship Management

• 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.

Upsell, Cross-Sell & Expansion Strategy

• 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.

Pipeline, Reporting & Forecasting

• 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.

Professionalism & Representation

• 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.

Other Duties

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.

Travel Requirements

• 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.

QUALIFICATIONS

Education

• Bachelor’s degree in business, Marketing, Public Administration, Communications, or related field.

Required Minimum Experience

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.

Preferred Experience

• 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.

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.

Compensation:

$52,300.00 – $89,350.00 USD

This role is eligible for Commission.

Compensation range listed is based on primary location of the position. Active base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Additional Information

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Aff…