Client Success Manager

Job Title

Client Success 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 Success Manager (CSM) plays a pivotal role in driving retention and growth within Kaplan North America's mid-tier supplemental education account portfolio. This is achieved through close partnership with sales leadership. Beyond retention efforts, the key function of the CSM role is account growth via strategic account planning, and the strategic identification and joint pursuit of cross-sell and upsell opportunities with sales counterparts.

A Kaplan CSM is always looking for ways to turn mid-tier accounts into top-tier accounts, while managing the renewal cycle of assigned accounts within a dedicated book of business through an email and call cadence.

The CSM must have four essential skills to succeed in the role: communication and relationship building, problem-solving and adaptability, data analysis and technical proficiency, and a customer-centric mindset and proactive approach.

The CSM drives account retention and growth by providing exceptional customer support to their account's senior leadership and by forming and leveraging robust cross-functional ties within Kaplan to achieve desired retention and growth efforts. The CSM further instills Kaplan brand loyalty through proactive outreach to their clients, providing industry specific insights that link vertical trends to Kaplan offerings, leading to a more robust partnership that pushes business retention and growth.

The CSM is responsible for monitoring and reporting account health and risk, contributing to sales forecasting clarity and accuracy.

Primary/Key Responsibilities

* 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.

Minimum Qualifications

* 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

Preferred Qualifications

* Master's Degree or MBA

Beyond base salary, our comprehensive total rewards package includes:

* Remote work provides a flexible work/life balance

* Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company…