Service Account Manager

The Opportunity

As a Service Account Manager, you will be responsible for managing a portfolio of 20-30 Platinum (Tier 4) Recruitment Partners (RPs), providing them with end-to-end service and support. As a single point of contact for your accounts' customer service needs, your goal is to provide timely and impactful resolutions of escalated issues while fostering a positive business relationship. You will do this through proactive account and application level analysis, and by educating your accounts on how best to leverage ApplyBoard products and services. You will also use your close relationship with key accounts to serve as a voice for our customers, providing regular feedback and contributing to strategic discussions that impact our business.

What you will be doing everyday : Customer Relationship Management

• Be a single point of contact with the assigned RPs, providing dedicated, real-time support through their preferred channel(s) (i.e., email, WhatsApp, phone, live chat, etc.).
• Help to grow your accounts' business with ApplyBoard by establishing a trusted relationship.
• Work closely with your accounts and foster regular engagement via weekly / bi-weekly calls, reports, and updates.
• Conduct monthly governance meetings with RPs to review performance and address concerns.

Proactive Support and Engagement

• Provide your RPs with proactive, outbound service by actively monitoring their applications in-funnel and taking part in customer engagement and follow-up campaigns.
• Prioritize incoming support requests from your accounts in order to meet SLA.
• Maintain your customer portfolio with relevant events, challenges, and preferences so that account health and status are discernible "at a glance".

Product Knowledge :

• Maintain in-depth knowledge of the company's products and services to provide accurate information and support.
• Stay updated with new product releases, features, and company policies.
• Ensure compliance with company policies, procedures, and regulatory requirements in all customer interactions.
• Maintain confidentiality of customer information and adhere to data protection regulations.

Team Collaboration & Communication :

• Work closely with team to ensure timely execution of all tasks.
• Take ownership of assigned tasks and projects ensuring they meet established standards and deadlines
• Continuously update partners on any updates to SOPs and requirements.
• Assist management in identifying bottlenecks and gaps in cross-team processes and policies. Contribute to the development and implementation of strategies that enhance interdepartmental efficiency and collaboration.

Training & Development :

• Represent the ApplyBoard brand to promote our platform and services to RPs. Train and guide RPs to improve the quality and volume of international applicants.
• Aid, advise, or lead on projects as assigned by your leader to improve CX processes, tools, or training to improve customer outcomes.
• Occasionally assist with training new team members and ensuring training materials are updated
• Maintain up-to-date knowledge of new processes, systems and best practices in education credentials.
• Participate and complete all training programs ensuring continuous development of skills and knowledge relevant to the role.

What you bring to the table :

• 1-3 years of customer service experience
• 2+ years experience with ApplyBoard, preferably within the Customer Experience (CX) team
• High School Diploma or Equivalent
• An associate's or Bachelor's degree is an asset
• Experience training and / or developing training / process documentation resources
• Strong understanding of ApplyBoard platform and application processes / policies
• Proficiency in proofreading / editing text to ensure spelling and grammatical correctness
• Flexible to "Work from Office" per team policies
• Ability to work flexible hours to accommodate internal and external stakeholder needs
• Strong analytical abilities, detail-oriented and high level of accuracy
• Working knowledge of Google spreadsheets, Microsoft Word and Gmail
• Adept researching and problem-solving capabilities
• Someone who thrives in a collaborative, teamwork environment
• Aptitude for prioritizing tasks with an attention to detail to ensure information accuracy
• Ability to work in a flexible, fast-paced environment to meet multiple deadlines and adapt to new policies and procedures
• An ability to work cross-functionally to ensure application processing consistency and efficiency
• Exceptional problem-solving skills under ambiguous circumstances to ensure we provide the best outcome for our students while maintaining integrity with our partner relationships
• Excellent interpersonal skills and verbal and written communication skills