Senior Account & Relationship Executive

About Wolters Kluwer ELM Solutions

Wolters Kluwer ELM Solutions is a leading provider of enterprise legal management solutions that help corporate legal departments manage their legal operations, matters, outside counsel, legal spend, and performance.

Our solutions, including Passport, TyMetrix 360°, and LegalVIEW BillAnalyzer, support some of the world's largest and most complex corporate legal departments. We combine enterprise technology, deep legal domain expertise, data, analytics, and AI to help customers improve operational efficiency, control legal spend, make better decisions, and demonstrate the value of the legal function.

Our customers include leading organizations across financial services, insurance, healthcare, manufacturing, technology, and other industries.

Position Summary

The Account Manager is responsible for protecting and growing the commercial relationship across an assigned portfolio of WK ELM customers. The Account Manager owns renewal and expansion strategy, opportunity execution, pricing, contracting, revenue forecasting, and the commercial account plan.

The Account Manager serves as a strategic commercial advisor to General Counsel, Legal Operations, Finance, Procurement, and Technology stakeholders. The role develops a strong understanding of the customer's business priorities, buying process, competitive environment, and growth potential, then translates customer needs and demonstrated value into clear renewal and expansion strategies.

This is a senior individual-contributor role requiring executive presence, sound commercial judgment, disciplined account leadership, and the ability to navigate complex enterprise relationships. The Account Manager is expected to anticipate risk and opportunity, mobilize cross-functional resources, and influence outcomes without direct authority.

Customer Success leads the customer success plan, adoption, customer health, value realization, and risk recovery. Account Management leads renewal execution, expansion, pricing, contracting, and the commercial forecast. The two roles partner on account planning, executive alignment, retention, and sustainable growth.

The Account Manager partners closely with Customer Success, Technical Account Management, Support, Product, Professional Services, Solution Consulting, Finance, and Legal to present one coordinated WK ELM strategy to the customer and deliver against commercial commitments.

Key Responsibilities

Commercial Account Strategy & Ownership

• Develop and execute commercial account plans for assigned customers

• Establish clear renewal, retention, and expansion objectives for each account

• Understand the customer's business priorities, commercial environment, buying process, and competitive landscape

• Maintain stakeholder maps that identify executive sponsors, champions, decision makers, economic buyers, Procurement, Legal, Finance, and Technology stakeholders

• 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

Renewal & Retention Management

• Own the renewal timeline, commercial strategy, forecast, negotiation, contract execution, and close

• Begin renewal planning in accordance with the established renewal cadence and maintain a clear mutual action plan through signature

• Use customer health, adoption, value realization, and risk insights from Customer Success to shape the renewal strategy

• Develop pricing, term, packaging, and multiyear strategies that support customer value and WK ELM objectives

• Lead engagement with Procurement, Legal, Finance, and other commercial stakeholders.

• Coordinate internal approvals for pricing, concessions, contract terms, and deal structure.

• Identify and address competitive threats, commercial objections, and barriers to renewal.

• Share accountability with Customer Success for retention while remaining directly accountable for commercial renewal execution and forecast accuracy.

Growth & Expansion

• Own expansion pipeline, opportunity strategy, commercial execution, and close within assigned accounts

• Qualify customer needs and expansion signals identified through Customer Success, account engagement, product usage, or market insight

• 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 to develop compelling business cases and value propositions

• Expand relationships across Legal, Legal Operations, the executive team, Finance, Procurement, and Technology

• Maintain accurate expansion pipeline, close plans, next steps, and revenue forecasts

• Drive cross-sell, upsell, platform adoption, additional users, modules, data, AI capabilities, and services where aligned to customer priorities

Executive & Commercial Relationship Management

• Build credible relationships with General Counsel, Legal Operations leaders, executive sponsors, economic buyers, Procurement, and other senior stakeholders

• Lead strategic commercial discussions and establish alignment on the long-term WK ELM 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 WK ELM leadership when executive engagement will advance retention or growth

• Understand customer organizational dynamics, decision criteria, budget cycles, and approval processes

• Represent the commercial voice of the customer internally, including buying barriers, competitive context, and investment priorities

Forecasting & Operational Discipline

• Maintain complete, accurate, and timely renewal and expansion forecasts

• Apply the 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

• Communicate material changes to timing, value, probability, risk, or customer commitment promptly

• Manage account pipeline coverage and progression with the same discipline applied to new logo opportunities

• Deliver clear account updates, risk assessments, and recommended actions in forecast and executive reviews

Cross-Functional Leadership

• Partner with Customer Success to align the commercial account plan with the customer success plan and value realization priorities

• Use Customer Success insights on adoption, health, stakeholder engagement, and outcomes to inform renewal and expansion 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 to translate customer priorities into differentiated solution and value narratives

• Coordinate with Finance, Legal, and leadership to secure approvals and execute agreements

• Establish clear ownership across internal teams and maintain one coordinated message to the customer

• Influence outcomes across teams without direct authority

Required Experience

• 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

Preferred Experience

• 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

What Success Looks Like

Successful Account Managers at WK ELM operate as senior strategic commercial leaders. They are commercially accountable, customer-focused, data-informed, disciplined, and highly collaborative. They understand the customer's business and decision process, own the commercial plan, maintain an accurate view of revenue and risk, and lead renewal and expansion opportunities from strategy through signature.

They engage throughout the customer lifecycle, use value and health insights from Customer Success to inform commercial decisions, and coordinate internal resources without blurring ownership. They create a consistent customer experience while ensuring that every renewal, expansion opportunity, commercial risk, and forecast commitment has a clear strategy and next action.

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.

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:

$89,600.00 - $157,000.00 USD

This role is eligible for Commission.

Compensation range listed is based on primary location of the position. Actual 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.

Be the Difference

If making a difference matters to you, then you matter to us.

Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day.

We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world.

You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

About Wolters Kluwer

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. ​

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Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. ​

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We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. ​

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We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. ​

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With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.​

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For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.

Tips & Tricks - Resumes

Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume.

Building Diverse Teams

As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work.

We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.

This principle is ingrained in our company values and articulated in our Code of Business Ethics.

Our Global Well-being Program

At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.​

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Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. ​

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More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women.

Equal Opportunity Employer

To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions.

All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

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