Service Account Manager

ApplyBoard simplifies the study abroad search, application, and acceptance process by connecting international students, recruitment partners, and educational institutions on one intuitive and personalized platform. ApplyBoard is a mission-driven, hyper-growth organization. It has been attracting dedicated individuals for more than eight years who are inspired every day to break down barriers to international education and take their careers to new heights at a company that will invest in their career growth. Our six core values are our compass in our mission to Educate the World and the foundation of our unique company culture. As an organization built on a foundation of diversity, it's important that our team members are representative of the students from more than 150 countries that we support.

The Opportunity:

As a Service Account Manager (SAM), 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'll be doing everyday:

• Be a single point of contact with the assigned RP, providing dedicated, real time support through their preferred channel(s) (ie. email, WhatsApp, phone, live chat etc.)

• Provide your RPs with proactive, outbound service by actively monitoring their applications in-funnel and taking part in customer engagement and follow-up campaigns

• Work closely with your accounts and foster regular engagement via weekly/bi-weekly calls, reports and updates

• Work closely with CX and other departments to identify and resolve escalated issues

• Help to grow your accounts' business with ApplyBoard by establishing a trusted relationship

•  Prioritize incoming support requests from your accounts in order to meet SLA

• Represent the ApplyBoard brand to promote our platform and services to RPs. Train and guide RPs to improve quality and volume of international applicants

• Maintain your customer portfolio with relevant events, challenges and preferences so that account health and status is discernible "at a glance" 

• Continuously update partners on any updates to SOPs and requirements

• Conduct monthly governance meetings with RPs to review performance and address concerns 

• Aid, advise or lead on projects as assigned by your leader to improve CX processes, tools or training to improve customer outcomes     

What you bring to the table:

• Excellent written and verbal communication skills

• Detail oriented – RPs are knowledgeable and demanding, you need to be able to keep up

• Passionate about problem solving – you are up for a challenge and doing a deep-dive

• Experience in creating action plans

• 2+ years of Customer Service Experience

• Extensive knowledge of the international student application process

• Experience with data analysis – we are all about numbers

• Experience in creating processes and guidelines

• Experience using Zendesk, Jira, and Google suite is an asset

• Experience working with educational institutions is an asset

• Detailed knowledge of ApplyBoard products, processes and teams is an asset

About ApplyBoard

ApplyBoard empowers students around the world to access the best education. With more than 1,000,000 students from over 150 countries helped with their journey in less than a decade, we are just getting started.

ApplyBoard's global team assists students and our 1,500+ partner institutions by empowering the international student sector with innovative technology and insights. As a five-time consecutive Deloitte Fast 50 and Fast 500 ranked company, ApplyBoard keeps international students at the heart of everything we do.

Thank you for your interest in joining the ApplyBoard Team and being part of our mission to Educate the World. While we are lucky to attract a high level of interest in each of our roles, only qualified applicants will be contacted and selected for an interview.

ApplyBoard welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates in all aspects of the hiring and selection process.