Senior Customer Engagement Manager

Job Title 

Senior 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 Senior Customer Engagement Manager (SCEM) plays a pivotal role in driving retention and growth within Kaplan North America’s highest revenue-generating supplemental education account portfolio. This is achieved through close collaboration with product leadership and sales representatives. The SCEM must possess critical thinking and decision-making skills driven by data analysis, a customer-centric mindset, and the confidence and autonomy to represent their clients. They serve as the bridge between sales, product, and operations to ensure excellence.

The SCEM drives account retention and growth through exceptional customer service and the collection of cohesive, quantitative data used by Kaplan’s product leadership to drive the innovation needed and desired by top accounts, thereby aiding Kaplan in maintaining marketplace dominance within each product vertical. Therefore, success in the SCEM role relies on cultivating strong relationships with senior leaders within their accounts, thereby fostering trust and loyalty with the Kaplan brand. 

The SCEM 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. Account growth is optimized through a close partnership with the sales team via strategic account planning, and the strategic identification and joint pursuit of cross-sell and upsell opportunities. Lastly, the SCEM is responsible for monitoring and reporting account health and risk, contributing to sales forecasting clarity and accuracy. 

Primary/Key Responsibilities

• Serve as the primary point of contact for stakeholders within the portfolio of supplemental education accounts, gathering and relaying feedback to relevant internal teams, including the product team. The primary internal cross-functional stakeholder for this role is product leadership.
• Develop and deploy engagement plans tailored to each account, prioritizing retention and revenue growth while incorporating feedback on product usage and satisfaction.
• Establish, maintain, and nurture productive relationships with key stakeholders across the portfolio, fostering open communication channels for sharing product-related insights.
• Ensure the effective delivery of customer contracts and services, meeting, or exceeding expectations, and promptly addressing any product-related issues.
• Regularly review accounts for risks and opportunities, providing feedback to the sales team and customer engagement directors, including insights on product performance and areas for improvement.
• Implement risk mitigation plans within the account portfolio to safeguard revenue streams, addressing any product-related concerns or challenges proactively.
• Collaborate closely with assigned salespeople to develop and execute growth plans for each account, incorporating feedback on product enhancements or features.
• Develop an in-depth understanding of the portfolio of accounts and the KNA products/services relevant to each, staying updated on product developments and enhancements.
• Solicit and leverage partner feedback to enhance retention and drive growth within the accounts, emphasizing the importance of product satisfaction and usability.
• Utilize various data sources, including customer surveys, interviews, CRM, and LMS data, to determine each account’s engagement score and highlight areas where product improvements may be beneficial.
• Incorporate partner feedback into the refinement of engagement plans to ensure alignment with client needs and expectations, advocating for product enhancements or customizations as needed.
• Continuously track key metrics supporting partner engagement and assess progress towards meeting targets, adjusting engagement strategies and product recommendations accordingly.

Minimum Qualifications

• Bachelor’s Degree; Business or related field
• Minimum of 4 years of experience working in customer experience, account management, or program management
• Process management 
• Attention to detail 
• Customer relationship management 
• Strategic analysis
• Cross functional collaboration
• Matrix management
• Excellent presentation skills
• Flexibility of thinking and comfortable working in a transforming organization

Preferred Qualifications

• Master’s Degree or MBA

We offer a competitive benefits package including:
Remote work providing 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
Competitive health benefits and new hire eligibility starts day-1 of employment
Generous Paid Time Off includes 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
And so much more!
#LI-NMB

#LI-Remote

For full-time positions, Kaplan has two Salary Grades. This position is Salary Grade B: $64,000 – $202,600. 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 Locations 

Employee Type

Employee

Job Functional Area 

Sales

Business Unit

00092 Kaplan Health

At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards. All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible. And we have a comprehensive benefits package, learn more about our benefits here.

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.