Director, Customer Engagement

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 Director, Customer Engagement focuses on four primary goals (1) define and deploy efficient processes for onboarding and growing new partnerships for supplemental education strategic institutional accounts (2) define and manage KPIs for the strategic corporate  customer engagement team that support customer retainment and growth (3) monitor and report on the end to end experience of supplemental corporate  strategic accounts (4) Identify and share cross-sell and upsell opportunities with the sales team 

Primary/Key Responsibilities

• Manage a high-performing customer engagement team through effective training and coaching of the team 

• Monitor team performance against clear KPIs

• Develop and deploy engagement plans for corporate  strategic accounts

• Leverage customer surveys, interviews, CRM, and LMS data to determine engagement scores for strategic accounts

• Track key KPIs for strategic accounts to increase renewal rates and grow revenue within each partnership

• Surface and escalate key issues for strategic accounts for efficient resolution

• Advocate for corporate  strategic accounts customer needs to be aligned to improving customer engagement and renewal rates

• Collaborate with cross-functional teams was needed to ensure strategic account needs are met

• Manage and monitor key projects to improve the end-to-end experience for strategic accounts

• Identify cross-sell and upsell opportunities to share with the partner sales team

• Build healthy relationships with strategic accounts stakeholders to ensure concierge-level engagement

• Assess resource support for strategic accounts to determine the ROI of the strategic account team

• Conduct performance reviews for the strategic account team and contribute towards resource management.

Minimum Qualifications

• Bachelor's Degree, Business or related field
• Minimum of 4 years of relevant E2E experience in managing customer experience and 2 years in management
• 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

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 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

Additional Locations 

Employee Type

Job Functional Area 

Business Unit

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.