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:
The Manager, Partner Success plays a critical role at the intersection of ApplyBoard and its partner institutions, acting as the key liaison between school admissions teams and ApplyBoard’s Customer Experience, Product, and Sales teams. This role is responsible for effectively communicating partner requirements, procedures, and expectations to internal stakeholders, ensuring seamless alignment and execution across departments. As the primary point of contact for a portfolio of partner institutions, the Manager, Partner Success builds and maintains strong, strategic relationships that drive mutual growth. They take a proactive approach to understanding partner goals, aligning on shared priorities, andfostering open, transparent communication to build trust and support long-term success.This leader oversees a dedicated processing team and is accountable for both internal service levels and external enrollment and conversion targets. They are recognized as the in-house expert and go-to resource for all aspects of their assigned institutions, including process management, strategic planning, technology integration, and operational execution. Driven by a passion for partner success and business growth, the Manager is results-oriented and continuously seeks opportunities to optimize strategies and improve efficiency. Their leadership ensures that both partner needs and ApplyBoard’s goals are met with excellence.
What you’ll be doing everyday:
Leadership, Performance & KPIs:
- Achieve and exceed Partner and Business Unit Enrollment targets
- Ensure the team meets Performance KPIs on a team and individual basis
- Monitor and report on key operational KPIs related to school and sales performance
- Monitor rejections and cancellations to meet or exceed targets
- Monitor training completion and manage underperformance as needed
- Collaborate closely with team members on daily tasks and projects, offering assistance, guidance, and mentorship where needed.
- Take ownership of task delegation within the team, ensuring deadlines are met.
- Maintain strong communication across the team, ensuring alignment with goals, priorities, and timelines.
- Monitor automation-related manual tasks and ensure they are being completed in a timely manner.
School Relationship, Application & Admissions Management:
- Own the full funnel journey of applications from evaluations to submission and enrolment, for assigned schools
- Act as the single point of contact for all admission-related matters for designated schools.
- Develop impactful relationships with Partners and maintain an Account Management plan
- Ensure consistent follow-ups on applications based on each school’s preferred cadence and communication style
- Lead new school onboarding: gather requirements, open dates, conduct pre-onboarding research, and participate in kickoff calls
- Support the team by clarifying requirements and implementing any changes specific to each school
- Complete school information research on content and requirements, and share the findings with the implementation team on the Knowledge Team
- Ensure daily/frequent Intake System updates are updated to match the school's open and closed dates
- Be the final escalation point to ensure A+ service quality is maintained across all partner interactions
- Stay up to date on Partner information, industry trends, and government-related strategy
Process Improvement & Documentation:
- Continuously experiment and optimize the application process to improve conversion and processing time
- Source and implement all the latest Partner information within AB systems and tools (Requirements, Intakes, Partner and Program content, Fees, Process steps, etc.)
- Work and collaborate with the Knowledge Management Team to update ApplyAssist articles and create ideas to increase traffic through Assist to the platform
- Work with PROM on updating existing processes that require optimization
- Track and monitor the success rate of automation tools; identify areas for improvement and work with relevant teams to implement enhancements.
Internal Support & Ticket Resolution
- Address Support/Knowledge Team tickets triaged to the team and ensure quick and complete resolution
- Collaborate with Customer Support on Irregularities and compliance issues both from our school partners and recruitment partners
- Engage regularly with the Sales team to understand the customer experience and opportunities and help to set expectations to ensure smooth overall operations and customer experience
What you bring to the table:
- 3-4 years of experience in customer experience or account management.
- 1+ years of experience in a people management role preferred
- Minimum Associate's Degree (Bachelor's Degree preferred)
- Strong operational ownership ability
- Solid data analysis skills to identify areas of concern and opportunities to support informed decisions
- Ability to lead cross-functional teams toward common enrollment goals.
- Skilled in relationship management, process optimization, and performance coaching.
- High attention to detail, especially in fraud detection and quality assurance.
- Team leadership, coaching, and mentoring abilities
- Familiarity with performance dashboards, Jira, and reporting systems
- Excellent adaptability to work under pressure in a fast-paced and demanding environment, deliver work with high quality, and meet tight deadlines
- Excellent interpersonal skills and verbal and written communication skills
- Ability to work independently and as part of a team
- Ability to collaborate with internal teams and external partners
- Ability to work flexible hours to support global operations and stakeholder needs.
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.
