Job Title
Customer Engagement Specialist
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.
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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 works with a team of customer engagement specialists who support an identified portfolio of accounts within the KNA supplemental education higher education portfolio. These may include a combination of national, strategic, and transactional accounts. The primary goal of this role is to ensure the retention and growth of accounts within the higher education portfolio by ensuring efficient management of customer needs.
Primary/Key Responsibilities
- Drive renewal efforts across their portfolio of higher education 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 products for higher education institutional 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 the 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 the engagement of partners and assess progress toward meeting targets continuously
Minimum Qualifications
- Associate’s 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 including 401K company match and two pension programs
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!
#LI-JB1
#LI-Remote
Remote work providing flexible work/life balance
Comprehensive Retirement Package including 401K company match and two pension programs
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!
#LI-JB1
#LI-Remote
This position is a Salary Grade A
Location
Remote/Nationwide, USA
Additional Locations
Employee Type
Employee
Job Functional Area
Sales
Business Unit
00092 Kaplan Health
Kaplan is an Equal Opportunity Employer. All positions with Kaplan are paid at least $15 per hour or$31,200 per year for full-time positions. Compensation for specific positions are based on job level, skills, years of experience, and education, among other factors. Additionally, certain positions are bonus or commission eligible. Information regarding benefits can be found
here
.
Diversity & Inclusion Statement:
Diversity inspires innovation and growth in the Kaplan community. Kaplan strives to be a model employer for inclusiveness. Not only does Kaplan value its employees for their professionalism and skills, but also for the unique viewpoints they bring to the Organization. Kaplan's employees bring diverse perspectives, ideas, and backgrounds that give Kaplan a competitive edge in anticipating and exceeding our students' needs in today's global market. Learn more about our
culture
.
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