Client Success Manager

📋 Description

• • As a Client Success Manager at Kaplan, Inc., you will be instrumental in fostering long-term relationships and driving growth within a dedicated portfolio of mid-revenue generating supplemental education accounts.
• • This pivotal role sits at the intersection of client retention and strategic account expansion, working in close partnership with sales leadership to achieve mutual success.
• • Your primary objective will be to ensure client satisfaction and loyalty, transforming mid-tier accounts into top-tier partners through proactive engagement and strategic planning.
• • You will manage the entire renewal cycle for your assigned book of business, employing a consistent and effective cadence of email and call outreach to maintain strong client connections.
• • A key aspect of your role involves identifying and capitalizing on cross-sell and upsell opportunities, collaborating closely with sales counterparts to develop and execute joint growth strategies.
• • You will serve as the primary point of contact for stakeholders within your portfolio, ensuring seamless communication and a deep understanding of their needs and objectives.
• • Developing and deploying tailored engagement plans for different account tiers will be crucial, with a sharp focus on retention, revenue enhancement, and maximizing the potential for additional product adoption.
• • Beyond managing renewals, you will be responsible for ensuring the successful delivery of customer contracts, consistently exceeding expectations and proactively seeking avenues for further product integration.
• • Regular account reviews are a core responsibility, enabling you to identify potential risks and emerging opportunities. You will provide actionable feedback to the sales team and customer engagement directors, and implement robust risk mitigation plans to safeguard client relationships and revenue.
• • Your ability to leverage in-depth knowledge of both client needs and Kaplan's extensive product and service offerings will be vital in driving successful cross-sell and upsell initiatives.
• • You will proactively solicit and integrate partner feedback into your engagement strategies, using these insights to not only refine your approach but also to inform product development and strategic planning.
• • A significant part of your role involves assessing account health and engagement scores by utilizing a variety of data sources, including customer surveys, interviews, CRM data, and Learning Management System (LMS) data.
• • This data-driven approach will enable you to pinpoint areas ripe for cross-selling and upselling, ensuring that your strategies are informed and effective.
• • You will continuously refine your engagement plans based on partner feedback and performance metrics, optimizing strategies to maximize revenue growth and elevate customer satisfaction.
• • Tracking key metrics that support partner engagement, such as cross-sell and upsell rates, will be essential for assessing progress towards targets and making data-driven adjustments to drive continuous improvement.
• • The role demands strong communication and relationship-building skills to foster trust and loyalty with senior leadership within client organizations.
• • You will need to demonstrate excellent problem-solving abilities and adaptability to navigate the dynamic landscape of client needs and market trends.
• • A strong analytical mindset and technical proficiency will be required to interpret data and leverage CRM and other tools effectively.
• • Ultimately, a deeply ingrained customer-centric mindset and a proactive approach are paramount to success in this role, ensuring that client needs are anticipated and met with exceptional service.
• • By instilling Kaplan brand loyalty through proactive outreach and providing valuable industry-specific insights, you will forge robust partnerships that drive business retention and growth.
• • You will also contribute to the clarity and accuracy of sales forecasting by diligently monitoring and reporting on account health and risk.