K12 INTL Manager of Account Management

Job Description: 

The Manager of Account Management position for K12 International is responsible for leading a team of Account Managers focused on customer retention, rebooking, program growth, and revenue generation across the WorldStrides and Explorica by WorldStrides brands.  The Manager develops strategies to strengthen customer and Program Leader relationships, retain existing programs, increase repeat travel, grow participation, and reengage inactive or at-risk customers. They provide coaching and guidance to Account Managers on relationship management, customer experience, rebooking, group growth, and effective account strategies.  The Manager is accountable for achieving team revenue, retention, rebooking, and growth goals by maximizing opportunities within the existing customer base. They use Salesforce and other reporting tools to monitor performance, identify trends and opportunities, and ensure Account Managers are proactively managing their portfolios.  The Manager oversees team retention, training, coaching, performance management, and development, creating a culture of accountability, collaboration, and customer focus.  The Manager partners with Sales, Operations, Product, Health & Safety, Marketing, and other cross-functional teams to resolve customer needs, improve processes, and support strategic initiatives.  The Manager stays current on relevant product, destination, and operational knowledge to ensure the team is equipped to deliver an exceptional customer experience and drive sustainable revenue growth.

Responsibilities:

• Carry on the development and growth of existing team in place
• Recruit, train and mentor new team members. Training function includes overseeing the following:
• Teach and implement our proven sales cycle tools and talk tracks
• Develop sales skills related to the industry
• Commission plan and sales expectations training
• Computer training including database and other related software
• Pricing and Process training
• Product knowledge expertise
• Setting correct expectations for transitioning of groups to Account Management and departure rules
• Conduct Weekly Update reports with team members including review of:
• Team pacing reports: Specific goals for school regions, prospects, Recipe for Success (Teacher Follow-up/Follow Through), Revenue
• Weekly call activity goals
• Daily Snapshot of business = Sales cycle progression, KPI goals
• Suspect/Prospect Development through to successful sale
• Track progress of group growth and transition to Account Management
• Territory load balancing for all team members
• Continuous feedback and training on “art of sales and customer support” skills with individual team members
• Listening in and review on live calls and call recordings
• Providing feedback and coaching
• Spending 3 days per week job shadowing with team members on skill set enhancement
• Competitive situation strategy and management, including specific training
• Review relevant post-tour evaluations and lead relevant point-of-sale feedback to team
• Manage escalated calls or inquiries and work to retain business as needed
• Resource person for members of the team and staff in other departments
• Serve as a conduit for business communication
• Work collaboratively with other managers, sales directors, the SVP of sales and other departments
• Conduct weekly updates about your team’s progress with the Director of Sales and Account Management
• Manage and participate in team and department events such as Kick-Off Sessions, Training Sessions and Customer Events

Additional Responsibilities:

• Plan and manage team meetings weekly, more if needed
• Attend all management meetings
• Serve as backup for any team member who is out of the office
• Assist sales staff in handling difficult accounts and situations as necessary
• Additional responsibilities may be assigned
• Seasonal travel to assist with events may be required

Standard Department Member Responsibilities:

• Facilitate and/or perform training of staff members as requested
• Foster communication within the department, with other departments and with management
• Working knowledge of Worldstrides sales strategies and processes.
• Maintain knowledge of company policies and procedures so as to serve as an effective staff member
• Support company policies and management decisions with a sense of urgency and professionalism
• Seek out and participate in internal and external programs that facilitate personal and professional growth
• Track days off; write and deliver self-performance appraisal to the Director on an annual basis along with written appraisals for each team member both bi-annually and including quarterly check ins.
• Identify and discuss personal and professional growth goals of each team member
• Identify and discuss personal and professional growth goals with the Director

Qualifications:

• 3-5 years of proven success in sales and/or account management + sales experience in a related field, with a significant portion of the experience preferably in telephone sales
• 1-2 years of experience in leadership and training in a results-oriented sales environment
• Working knowledge of sales strategies and processes
• Working knowledge of customer support and international travel
• 4-yr degree or equivalent is required
• Must have proven ability to hire, train, empower, motivate, and create a positive work environment
• Some Travel Required
• Effective oral and written communication skills are required, including thorough use of the phone and video conferencing
• Based on qualifications, title designation and job responsibilities may be adapted

Work Perks

• Fun & driven environment.
• Excellent medical, dental, and vision coverage, life, accidental death and dismemberment, accident, critical illness, and disability insurance, FSA healthcare, FSA dependent care, HSA with employer contribution, and generous 401k match.
• 11 paid floating corporate holidays, 1 paid volunteer day & up to 25 PTO days to start – accrue up to 28 over 3 years, 4 mental health days, and 5 bereavement days.
• Tuition reimbursement up to $5,250 annually
• $1,000 towards professional certifications annually
• Opportunities for paid and discounted travel.
• Flexible work schedule providing on-site, remote, and virtual office opportunities.
• Encouraged participation in our Employee Resource Groups and Diversity, Equity, & Inclusion council.
• Fitness Center and café onsite at select locations.
• Employee Assistance Program (EAP)
• Paid Parental, Caregiver, and Disability leave.
• Team Member Discount Program