Customer Engagement Specialist, Real Estate

Job Title 

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 Specialist, Real Estate manages a book of mid-revenue generating real estate accounts for KNA supplementation education business strategic accounts portfolio. They are responsible for co-designing account plans with the assigned KNA salespeople for tiers of partners within their portfolio. Their primary focus is ensuring that current real estate partners remain in the KNA portfolio and continue to grow. They are expected to identify any potential upsell and cross-sell opportunities in their portfolio and promptly identify any risks to renewal. They are expected to manage relationships with key stakeholders on strategic accounts where they are known. 

Primary Responsibilities

• Drive renewal efforts across their portfolio of corporate accounts to ensure that we grow revenue and ensure renewals
• Design efficient processes to deliver renewal outcomes
• Collaborate with customer engagement managers and senior customer engagement managers to support identified accounts where necessary.
• Manage key processes that the delivery of product for corporate customers
• Track and manage key issues that arise with customers and report on resolutions in a timely manner
• Serve as a resource to transactional institutional customers to ensure that issues are identified and resolved quickly and efficiently
• Ensure effective delivery of customer contracts for transactional accounts
• Deploy risk mitigation plans within portfolio of accounts to protect revenue
• Solicit and leverage partner feedback to ensure retention and growth of accounts
• Use partner feedback to refine engagement plans
• Track key metrics that support engagement of partners and assess progress towards meeting target continuously

Minimum Qualifications

• Associate’s Degree or related field, or equivalent work experience
• Minimum of two years of relevant E2E experience in managing customer experience 
• Process management 
• Attention to detail 
• Customer relationship management 
• Strategic analysis
• Cross functional collaboration
• Matrix management
• Excellent presentation skills

Preferred Qualifications

• Bachelors 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 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!

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For full-time positions, Kaplan has two Salary Grades, this position is a position is a 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.

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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.