Service Account Manager/Professional (Remote)

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/Professional, you will be responsible for serving as the primary point of contact for a portfolio of 20-40 Platinum (Tier 4) Recruitment Partners (RPs), providing end-to-end service for all of their application-level needs and escalations. You will be operating with the support of a small group of other SAMs, servicing the same region(s). Any inquiries you are not available to respond to will be handled by the team, and you will support your team members and their RPs in a similar manner. 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. This position reports to: Manager, Customer Support.

What you'll be doing everyday:

• Be the primary point of contact for your assigned RPs, 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 regional team to support RPs from your region(s) and ensure all inbound issues are routed and resolved to satisfaction

• 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. Offer guidance to your RPs to improve their platform literacy and the efficiency of their business

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

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

• The role may require local travel   

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

• 3 to 5 years of Customer Service Experience

• Extensive knowledge of the international student application process

• Experience with data analysis – we are all about numbers

• 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

Core Competencies:

• Accountability

• Verbal & Written Communication

• Student / Customer Orientation

• Problem Solving / Good Judgement

• Teamwork and Collaboration

• Creative Thinking / Agile and Adaptable

• Relationship Building

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.