Teams at Graham Holdings Company

Provide phone, chat, and email support to students and faculty, resolving technical and non-technical inquiries. Troubleshoot account access, software, hardware, browsers, and university platform issues; document incidents, escalate complex problems, and support internal departments. Representatives must meet productivity, customer satisfaction, and first-contact resolution goals while working Tuesday through Saturday, 3:00 p.m. to midnight ET.

Manages a portfolio of mid-tier education accounts to drive retention, renewals, customer satisfaction, and revenue growth. Builds executive relationships, develops account engagement plans, identifies cross-sell and upsell opportunities, monitors account health and risks, and collaborates with sales leadership on growth strategies. Uses CRM, LMS, surveys, interviews, and performance metrics to guide data-driven decisions and improve account engagement.

Manages Kaplan’s web marketing projects from planning through delivery, including resource allocation, timelines, task assignment, stakeholder communication, risk mitigation, and quality control. Uses Asana and Jira to manage backlogs, sprints, documentation, and cross-platform tracking. Collaborates with marketing, web, technical, and subject matter experts to gather requirements and coordinate implementation. The role also applies knowledge of web architecture, release cycles, SEO, A/B testing, Agile methods, CMS platforms, and developer workflows.