Service Territory 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 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.

What you will be doing everyday:

• 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:

• Strong data analytical skills

• Leadership and people management 

• Account management

• 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

• Exceptional time management skills

• Experience training and/or developing training/process documentation resources

• Strong understanding of ApplyBoard platform and application processes/policies

• An associate's or Bachelor's degree.

• 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 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.