Client Success Manager

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.

• →Implement processes to facilitate effective relationship management with partners within the portfolio of mid-revenue generating supplemental accounts, fostering trust and loyalty while identifying cross-sell and upsell opportunities. The primary internal cross-functional stakeholder for this role is sales leadership.
• →Act as the primary known point of contact for stakeholders within the portfolio, ensuring seamless communication and collaboration to drive mutual growth.
• →Develop and deploy tailored engagement plans for different tiers of accounts within the portfolio, with a primary focus on retention, revenue growth, and maximizing cross-sell and upsell potential.
• →Manage the renewal cycle of assigned accounts within a dedicated book of business through an email and call cadence.
• →Ensure the seamless delivery of customer contracts, exceeding expectations and actively identifying opportunities for additional product offerings.
• →Conduct regular reviews of accounts to identify risks and opportunities, provide actionable feedback to the sales team and customer engagement directors, and implement risk mitigation plans as needed.
• →Collaborate closely with assigned salespeople to develop and execute growth plans for each account within the portfolio, leveraging in-depth knowledge of both the accounts and KNA products/services to drive cross-sell and upsell initiatives.
• →Proactively solicit and leverage partner feedback to identify cross-sell and upsell opportunities, incorporating insights into engagement plans and product development strategies.
• →Utilize various data sources, including customer surveys, interviews, CRM, and LMS data, to assess the engagement score for the portfolio of accounts and identify areas for cross-selling and upselling.
• →Continuously refine engagement plans based on partner feedback and performance metrics, optimizing strategies to maximize cross-sell and upsell potential and drive customer satisfaction.
• →Track key metrics supporting partner engagement, including cross-sell and upsell rates, and assess progress towards meeting targets, making data-driven adjustments to drive continuous improvement in revenue growth and customer satisfaction.

• Bachelor's Degree, Business or related field, or Associate’s Degree with four years of experience
• 4+ years of experience working in customer experience, account management, or program management with a large portfolio of accounts
• Process management 
• Attention to detail 
• Customer relationship management 
• Strategic analysis
• Cross functional collaboration
• Matrix management
• Excellent presentation skills

• Master’s Degree or MBA

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.