Customer Engagement Manager

Job Title Customer Engagement Manager Job Description For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work. The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them. The Customer Engagement Manager (CEM) plays a pivotal role in driving retention and growth within Kaplan North America’s midtier supplemental education account portfolio. This is achieved through close partnership with sales leadership. Beyond retention efforts, the key function of the CEM role is account growth via strategic account planning, and the strategic identification and joint pursuit of cross-sell and upsell opportunities with sales counterparts. A Kaplan CEM is always looking for ways to turn mid-tier accounts into top-tier accounts. The CEM must have four essential skills to succeed in the role: communication and relationship building, problem-solving and adaptability, data analysis and technical proficiency, and a customer-centric mindset and proactive approach. The CEM drives account retention and growth by providing exceptional customer support to their account’s senior leadership and by forming and leveraging robust cross-functional ties within Kaplan to achieve desired retention and growth efforts. The CEM further instills Kaplan brand loyalty through proactive outreach to their clients, providing industry specific insights that link vertical trends to Kaplan offerings, leading to a more robust partnership that pushes business retention and growth. The CEM is responsible for monitoring and reporting account health and risk, contributing to sales forecasting clarity and accuracy. Primary/Key Responsibilities

• Implement processes to facilitate effective relationship management with partners within the portfolio of mid-revenue generating supplemental accounts, fostering trust and loyalty while identifying cross-sell and upsell opportunities. The primary internal cross-functional stakeholder for this role is sales leadership.
• Act as the primary known point of contact for stakeholders within the portfolio, ensuring seamless communication and collaboration to drive mutual growth.
• Develop and deploy tailored engagement plans for different tiers of accounts within the portfolio, with a primary focus on retention, revenue growth, and maximizing cross-sell and upsell potential.
• Ensure the seamless delivery of customer contracts, exceeding expectations and actively identifying opportunities for additional product offerings.
• Conduct regular reviews of accounts to identify risks and opportunities, provide actionable feedback to the sales team and customer engagement directors, and implement risk mitigation plans as needed.
• Collaborate closely with assigned salespeople to develop and execute growth plans for each account within the portfolio, leveraging in-depth knowledge of both the accounts and KNA products/services to drive cross-sell and upsell initiatives.
• Proactively solicit and leverage partner feedback to identify cross-sell and upsell opportunities, incorporating insights into engagement plans and product development strategies.
• Utilize various data sources, including customer surveys, interviews, CRM, and LMS data, to assess the engagement score for the portfolio of accounts and identify areas for cross-selling and upselling.
• Continuously refine engagement plans based on partner feedback and performance metrics, optimizing strategies to maximize cross-sell and upsell potential and drive customer satisfaction.
• Track key metrics supporting partner engagement, including cross-sell and upsell rates, and assess progress towards meeting targets, making data-driven adjustments to drive continuous improvement in revenue growth and customer satisfaction.

Minimum Qualifications

• Bachelor's Degree, Business or related field, or Associate’s Degree with four years of experience
• 2+ years of experience working in customer experience, account management, or program management with a large portfolio of accounts
• Process management
• Attention to detail
• Customer relationship management
• Strategic analysis
• Cross functional collaboration
• Matrix management
• Excellent presentation skills

Preferred Qualifications

• Master’s Degree or MBA

Beyond Base Salary, Our Comprehensive Total Revwards Packge Includes

• Remote work provides a flexible work/life balance
• Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)
• Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
• Comprehensive health benefits new hire eligibility starts on day 1 of employment
• Generous Paid Time Off incudes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities

We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here. At Kaplan, we believe in attracting, rewarding, and retaining exceptional talent. Our compensation philosophy is designed to be competitive within the market, reflecting the value we place on the skills, experience, and contributions of our employees, while taking into account labor market trends and total rewards. For full-time positions, Kaplan has two Salary Grades, this position is Salary Grade A: $31,200 to $78,600. Actual compensation for this role is determined by several factors including but not limited to job level, candidate's skills, experience, and education, among other factors determined by the business.Location Remote/Nationwide, USA Additional LocationsEmployee Type Employee Job Functional Area Sales Business Unit 00092 Kaplan Health Diversity & Inclusion Statement Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here. Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information. Kaplan is a drug-free workplace and complies with applicable laws.