Engagement Specialist - Crisis Prevention Institute
Milwaukee, WI 53224
About the Job
Our Story:
Crisis Prevention Institute Inc. is the worldwide leader in evidence-based de-escalation and crisis prevention training, and dementia care services. Since 1980, we’ve helped train more than 15 million people within service-oriented industries including education, healthcare, behavioral health, long-term care, human services, security, corrections, corporate, and retail.
At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and SecuritySM of everyone. We believe in the power of empathy, compassion, and meaningful connections. We believe personal safety and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning. It is what defines and differentiates us, and informs our core beliefs.
As a member of the team, you can expect to:
- Make a difference through your work – You’ll be proud to tell your family and friends about what you do.
- Gain significant career experience only obtained within a fast-growing organization – Entry-level roles through executive leadership.
- Feel fulfilled and have fun – We work hard but make the time to build meaningful relationships and celebrate the wins.
The Role:
The Engagement Specialist is responsible for ensuring our customers maximize the value they receive from our subscription-based eLearning programs. This role involves monitoring monthly usage, providing insightful monthly reports, recommending actions to improve customer engagement, and supporting the contract renewal process. The ideal candidate will be proactive, analytical, and customer-focused, with strong communication and organizational skills.
What You Get To Do Everyday:
- Monitor and analyze customer usage activity and data, identifying trends, patterns, and anomalies in course engagement.
- Generate and deliver detailed monthly usage reports to customers and internal stakeholders highlighting key metrics, successes, and opportunities for improvement
- Address customer concerns and provide solutions to enhance their learning experience or connect them with the appropriate CPI resources.
- Identify at-risk customers and partner with the Training teams to re-engage them in CPI programs.
- Manage the annual subscription renewal agreements and work with Sales on contract negotiations.
- Act as back-up to the subscription-based Training Implementation team.
- Perform other position-related duties as assigned.
You Need to Have:
- Associate’s degree or equivalent experience
- Two years or more of experience working in customer support, customer success, or an engagement or renewal role
- Experience working with Client Relationship Management (CRM) software
- Advanced experience working with Microsoft Excel reporting
- Detail-oriented and highly organized with the ability to manage multiple tasks and deadlines effectively
- Strong analytical skills with the ability to interpret data and make data-driven recommendation
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Customer-focused mindset with a passion for helping customers succeed
We'd Love to See:
- Experience working with data and reporting tools
- Experience developing processes and communications
What We Offer:
- $60,000 annual salary
- Annual company performance bonus
- Comprehensive benefits package
- 401k
- PTO
- Health & Wellness Days
- Paid Volunteer Time Off
- Continuing education and training
- Hybrid work schedule
Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law. The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.
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