AT - Director of Account Management

Job Summary 

As the leader of the Account Management Department, the Director of Account Management motivates, trains and coaches account management personnel on expected behaviors aligned with focus on the mission and Core Values. Program oversight, compliant registration processes, and quality delivery of services to students and clients resulting in successful outcomes are also primary responsibilities of the Director of Account Management. In addition, this position provides information about the programs to prospective students as they inquire about educational opportunities that exist through our contracted partners. 

Key Responsibilities 

• Conducts both front-line account management activity and is responsible for the leadership of the Account Management Department 

• Manage inbound and outbound communication with partners/clients, coordinate meetings, and support onboarding and ongoing engagement

• Ensure that account management operations are executed in alignment with all applicable regulatory guidelines, internal policies, and standards of conduct

• Assess the team’s technical and relationship management skill sets and deliver training and coaching to drive continuous improvement

• Lead regular team meetings to review performance, pipeline activity, client needs, and expectations

• Establish work schedules and coverage plans to ensure appropriate staffing and responsiveness to partner and client needs 

• Play a key role in ensuring a smooth transition from initial engagement or onboarding through ongoing account support and retention

• Provide departmental updates through reports, discussions, and meetings with senior leadership

• Deliver performance evaluations and ongoing feedback

• Other duties as assigned 

Experience and Education Required 

• Associates’ degree from an academic institution accredited by a regional or national accrediting agency that is recognized by the U.S. Department of Education or at least 2 years of account management and/or management experience. 

• A minimum of 2 years customer service and/or management experience with preference given to those with direct educational admissions experience. 

• Demonstration of highest levels of integrity and professionalism in all aspects, including appearance, demeanor, and attitude 

• Demonstrated leadership skills including the ability to develop, motivate, and lead staff 

• Capability to prioritize, accept responsibility, and work within deadlines 

• Ability to lead and work in an observation/coaching style environment 

• Creativity and ability to work independently 

• Strong written, oral, and interpersonal communication skills with demonstrated success in collaborating with diverse groups of employees and customers 

• Strong computer software skills including Google Suite 

• Must have past records of integrity that would ensure compliance with accrediting standards and applicable federal, state, and local requirements 

Experience and Education Preferred 

• Bachelors’ degree from an academic institution accredited by a regional or national accrediting agency that is recognized by the U.S. Department of Education 

• Experience with CampusVue and/or Velocify software 

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Prolonged periods sitting at a desk and working on a computer. 

Work Environment 

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is usually not exposed to weather conditions. The noise level in the work environment is usually moderate. 

Note 

This is not necessarily an exhaustive list of all responsibilities, skills, duties, or requirements associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or require that other or different tasks be performed when circumstances change. 

I have read and understand the above job description. I further understand that this is not an all-inclusive list and does not constitute a contract. My employment remains at will as with all employees of Ancora.