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Engaged Employer

ApplyBoard

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3.1

based on 97 Reviews

18 ApplyBoard Jobs

Service Account Manager/Professional

ApplyBoard

3.1

based on 97 Reviews

3-5 years

New Delhi

1 vacancy

Service Account Manager/Professional

ApplyBoard

posted 5d ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analysis Customer Service Recruitment CCTV Monitoring Agile Coaching JIRA

+ 4 more

Job Description

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 youll 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

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.

Employment Type: Full Time, Permanent

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