Talent.com
Service Territory Manager

Service Territory Manager

ConfidentialDelhi
10 days ago
Job description

Key Responsibilities :

Team Leadership & Management :

  • Lead, coach, and mentor a team of Service Account Managers in your assigned territory.
  • Provide guidance on escalated issues and ensure timely resolution.
  • Set performance goals, conversion, and enrollment targets for the team.
  • Conduct regular one-on-one and team meetings to review performance and provide feedback.
  • Develop and maintain a Territory Attack Plan to drive team success.

Account Management :

  • Own a portfolio of accounts, serving as the primary point of contact for assigned RPs via email, WhatsApp, phone, or live chat.
  • Foster strong relationships and provide dedicated, real-time support to accounts.
  • Conduct regular governance meetings to review performance, address concerns, and provide updates.
  • Monitor account activity, track performance, and ensure account health is easily discernible.

    • Proactive Support & Engagement :

  • Actively monitor applications in-funnel, addressing missing or pending information.
  • Prioritize support requests to meet SLA requirements.
  • Stay updated on company products, services, features, and policies.
  • Provide outbound engagement to improve client experience and application outcomes.

    • Training & Development :

  • Train and guide team members and RPs to improve applicant quality and volume.
  • Lead or support projects to enhance CX processes, tools, or training.
  • Share customer insights to maintain knowledge bases and improve internal processes.

    • Data Analysis & Strategy :

  • Research market trends, opportunities, and challenges within the territory.
  • Provide data-driven insights to inform team strategy and account management decisions.
  • Collaborate with Sales, CX, and Product teams to close gaps and optimize processes.

    • Requirements :

  • 2-4 years of experience in customer service or account management.
  • 2+ years of experience with ApplyBoard or within a CX / Sales team is preferred.
  • Strong leadership and people management skills.
  • Strong analytical, research, and problem-solving abilities.
  • Knowledge of ApplyBoard platform, application processes, and policies.
  • Proficiency in Google Spreadsheets, Microsoft Word, Gmail.
  • Excellent verbal and written communication skills.
  • Ability to work flexible hours and in a fast-paced, cross-functional environment.
  • Associates or Bachelor's degree.

    • Skills Required

    Team Leadership, Account Management, Customer Success, Client Relationship Management, Data Analysis, Training & Development

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