Service Territory Manager

4 days ago

Delhi, India ApplyBoard Full time

Job Description Key Responsibilities: Team Leadership & Management: - Lead, coach, and mentor a team of Service Account Managers in your assigned territory. - Provide guidance on escalated issues and ensure timely resolution. - Set performance goals, conversion, and enrollment targets for the team. - Conduct regular one-on-one and team meetings to review performance and provide feedback. - Develop and maintain a Territory Attack Plan to drive team success. Account Management: - Own a portfolio of accounts, serving as the primary point of contact for assigned RPs via email, WhatsApp, phone, or live chat. - Foster strong relationships and provide dedicated, real-time support to accounts. - Conduct regular governance meetings to review performance, address concerns, and provide updates. - Monitor account activity, track performance, and ensure account health is easily discernible. Proactive Support & Engagement: - Actively monitor applications in-funnel, addressing missing or pending information. - Prioritize support requests to meet SLA requirements. - Stay updated on company products, services, features, and policies. - Provide outbound engagement to improve client experience and application outcomes. Training & Development: - Train and guide team members and RPs to improve applicant quality and volume. - Lead or support projects to enhance CX processes, tools, or training. - Share customer insights to maintain knowledge bases and improve internal processes. Data Analysis & Strategy: - Research market trends, opportunities, and challenges within the territory. - Provide data-driven insights to inform team strategy and account management decisions. - Collaborate with Sales, CX, and Product teams to close gaps and optimize processes. Requirements: - 2-4 years of experience in customer service or account management. - 2+ years of experience with ApplyBoard or within a CX/Sales team is preferred. - Strong leadership and people management skills. - Strong analytical, research, and problem-solving abilities. - Knowledge of ApplyBoard platform, application processes, and policies. - Proficiency in Google Spreadsheets, Microsoft Word, Gmail. - Excellent verbal and written communication skills. - Ability to work flexible hours and in a fast-paced, cross-functional environment. - Associates or Bachelor's degree.

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