Customer Engagement Associate Manager

Job Title 

Customer Engagement Associate 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 Associate Manager (CEAM) plays a pivotal role in driving retention and growth within Kaplan North America’s supplemental education efficiency account portfolio. The role is empowered to autonomously run renewal cycles, looping in sales leadership as needed. The primary responsibility of the CEAM is to encourage product utilization within Kaplan’s smaller accounts via proactive outreach to their clients, thus driving retention, and growth where possible. 

A CEAM leverages strategic account planning within their highest performing accounts to push efficiency accounts into mid-tier accounts through cross-sell and upsell opportunities, involving their sales counterparts if needed. The CEAM must have four essential skills to succeed in the role: communication skills, efficiency and time management, problem-solving skills, empathy and customer-centric mindset.  

The CEAM drives account retention and growth by providing exceptional customer support to a larger group of accounts quickly and efficiently. The CEAM is responsible for monitoring and reporting account health and risk, contributing to sales forecasting clarity and accuracy.

Primary/Key Responsibilities

• Drive renewal efforts across the portfolio of supplemental education accounts to ensure revenue growth and secure renewals, emphasizing the utilization of products and services to enhance customer value.
• Design and implement efficient processes to deliver successful renewal outcomes, focusing on driving product utilization to demonstrate value and encourage retention.
• Collaborate with customer engagement managers and senior customer engagement managers to provide support for identified accounts as needed, actively promoting product utilization strategies.
• Manage key processes related to product delivery for supplemental education institutional customers, ensuring optimal utilization of products and services to effectively meet customer needs.
• Track and manage key issues arising with customers, promptly resolving and reporting on resolutions to optimize product utilization and maintain customer satisfaction.
• Serve as a resource to transactional institutional customers, actively promoting and facilitating product utilization to drive customer success.
• Ensure the effective delivery of customer contracts for transactional accounts, highlighting product features and benefits to encourage utilization and value realization.
• Deploy risk mitigation plans within the portfolio of accounts to safeguard revenue streams, prioritizing actions that support product utilization and customer satisfaction.
• Solicit and leverage partner feedback to enhance retention and drive growth within the accounts, focusing on strategies to increase product utilization and customer engagement.
• Utilize partner feedback to refine engagement plans, continuously optimizing strategies to maximize product utilization and deliver value to customers.
• Track key metrics supporting partner engagement, assess progress towards targets, and make data-driven adjustments to continuously improve product utilization and customer success.

Minimum Qualifications

• Bachelor Degree (or continuously enrolled to complete degree)
• Minimum of 2 years of experience working in customer service or customer support
• Process management 
• Attention to detail 
• Customer-support orientation
• Cross functional collaboration

Minimum Qualifications

• Bachelor’s degree

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