Service Territory Manager
ApplyBoard
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 Territory Manager (STM), You will be responsible for strategizing and achieving the overall enrollment target of your territory, while leading a team of SAM and Premium Support Agents. You will serve as a “player coach” for your team, developing their skills, working tactically and strategically to increase team capability and efficiency. You will also be responsible for managing a portfolio of RPs, providing them with end-to-end service and support. As the primary point of contact for your accounts’ customer service needs, you will provide timely and impactful resolutions of escalated issues while fostering positive business relationships. This will be achieved through proactive account and application level analysis, and by educating your accounts on how best to leverage ApplyBoard products and services. Your relationship with key accounts will allow you to serve as a voice for our customers, providing regular feedback and contributing to strategic discussions that impact our business. This position reports to: Senior Manager - Support.
What you'll be doing every day:
Service Territory Management
Lead a team of Service Account Managers (SAMs) working in your assigned territory – be available to provide oversight and guidance on escalated issues
Assist in setting and driving conversion and enrollment targets
Provide the team with support and coaching towards achievement of territory conversion and enrollment targets
Have regular meetings with team members to set goals and to provide feedback on performance
Develop and maintain a Territory Attack Plan that serves as a roadmap to success for you and your team
Research and investigate market trends, areas of challenge and opportunity, both for existing partners and prospective ones
Work collaboratively with Sales, CX and Product teams to identify and close existing gaps in ApplyBoard processes that are relevant to your source and destination markets
Account Management
As a Service Territory Manager, you will also own a portfolio of accounts yourself. As such, you will:
Be a single point of contact for your 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 weekly/bi-weekly governance meetings with RPs to review performance and address concerns.
Close proximity to your own portfolio of accounts will bolster your ability to support the team as a whole.
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 by working on Missing/Pending information during application journey.
Prioritize incoming support requests from your accounts in order to meet SLA.
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.
Maintain your customer portfolio with relevant events, challenges, and preferences so that account health and status are discernible “at a glance”.
Training & Development:
Represent the ApplyBoard brand to promote our platform and services to RPs. Train and guide your team members and RPs to improve the quality and volume of international applicants.
Aid, advise, or lead on projects to improve CX processes, tools, or training to improve customer outcomes.
Provide feedback and customer insights to assist in maintaining internal and external knowledge bases
What you bring to the table:
Education:
An associate's or Bachelor's degree.
Work Experience:
2-4 years of customer service and / or account management experience
2+ years experience with ApplyBoard, preferably within the Customer Experience (CX) or Sales team
Skills:
Strong data analytical skills
Leadership and people management
Account management
Exceptional time management skills
Experience training and/or developing training/process documentation resources
Strong understanding of ApplyBoard platform and application processes/policies
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
Research and problem-solving capabilities
Collaborative team player
Detail oriented
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
Excellent verbal and written communication skills
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 1,200 global team members in 30 countries assist 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 is growing and scaling like few other companies. On top of our strong growth, our people are growing personally and professionally. ApplyBoard India was Great Place to Work® Institute (India) certified for outstanding employee experience and workplace culture.
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.