Service Account Manager

Key Responsibilities:

Account Management & Support:

• Serve as the single point of contact for assigned RPs via email, WhatsApp, phone, or live chat.
• Provide proactive, outbound service by monitoring applications in-funnel and supporting engagement campaigns.
• Foster regular engagement with accounts via weekly or bi-weekly calls, reports, and updates.
• Prioritize incoming support requests to meet SLA requirements.
• Represent ApplyBoard to promote platform and services, guiding RPs to improve quality and volume of international applicants.

Issue Resolution & Collaboration:

• Work closely with CX and other departments to identify and resolve escalated issues.
• Continuously update partners on SOPs, platform updates, and requirements.
• Conduct monthly governance meetings with RPs to review performance and address concerns.

Process Improvement & Project Support:

• Maintain detailed records of account health, events, challenges, and partner preferences.
• Aid, advise, or lead projects assigned by leadership to improve CX processes, tools, or training.
• Create action plans, processes, and guidelines to enhance operational efficiency.

What You Bring to the Table:

• Excellent written and verbal communication skills.
• Strong attention to detail and ability to manage knowledgeable, demanding RPs.
• Passion for problem-solving and deep-dive analysis.
• 2+ years of customer service experience.
• Extensive knowledge of international student application processes.
• Experience in data analysis, process creation, and guideline development.
• Familiarity with Zendesk, Jira, Google Suite, and educational institutions.
• In-depth knowledge of ApplyBoard products, processes, and teams.