Service Account Manager

2 weeks ago

Gurgaon, Haryana, India ApplyBoard Full time

The Opportunity

:

Service Account Managers will play a pivotal role in ensuring seamless experiences for our clients throughout their application journey, particularly for those aiming to study abroad in the USA. SAM's are dedicated for providing real-time support and guidance to our B2B clients, as well as collaborating closely with our partners to address any challenges that may arise during the application process.

Key Responsibilities:

Application Journey Management:

Oversee the entire application journey for students applying to US institutions. Monitor application submissions to schools, ensuring accuracy and completeness. Track the progress of applications, including offer letter and I20, and final enrollment.

Real-Time Client Support:

Provide timely and effective support to B2B clients throughout the application process. Address client queries, concerns, and issues promptly, ensuring high levels of customer satisfaction. Troubleshoot any challenges faced by clients during the application journey.

Partner Support:

Collaborate closely with partners to resolve any issues encountered during the application process. Proactively identify potential bottlenecks and work with partners to mitigate them. Conduct fortnightly governance meetings with partners to review performance and address concerns.

Documentation Management:

Ensure all necessary documents are collected and submitted accurately and on time. Chase partners for any missing documentation required for the application process. Maintain organized records of all application-related documents and communications.

Training and Alignment:

Develop and conduct training sessions for recruitment partner staff on school and university SOPs. Align partner staff with the specific requirements and procedures of US institutions. Continuously update partners on any changes or updates to SOPs and requirements.

Key Performance Indicators (KPIs):

Application Success Rate : Percentage of applications successfully processed without major issues.

Client Satisfaction Score: Feedback ratings from B2B clients regarding service quality and support.

Timeliness of Documentation : Percentage of applications with all required documents submitted on time.

Partner Satisfaction Index: Partner feedback on the quality of support and communication.

Training Effectiveness: Assessment of partner staff competency and alignment with SOPs.

Outcome:

Efficient and effective management of the application journey for students applying to study in the USA, resulting in high levels of client satisfaction, partner engagement, and successful enrollments.

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