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.
