Senior Customer Engagement Manager - Bilingual

Job Title 

Senior Customer Engagement Manager - Bilingual

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 5 years of experience working in customer experience, account management, or program management

• Pr