Overseas Partner Account Manager

2 weeks ago

Cape Town, South Africa Alliance Abroad South Africa Full time

**Position Summary**:
**Duties & Responsibilities**:

- Manage exchange visitor enrollment and partner performance, balancing the need to provide excellent customer service along with confident management.
- Work in collaboration with supervisor, Host Employer Management, Compliance, Support, Finance, and other departments or stakeholders, as needed, to provide exceptional customer service to our overseas partner agencies.
- Develop and maintain keen knowledge and understanding of realistic program dates by country, market trends in recruiting countries, and expected growth/decline in program numbers for partners. Responsible for alerting supervisor when partners are not communicating or hitting goals and deadlines.
- Provide ongoing and regular contact with all partners, ensuring clear communication and expectations.
- Communicate with all partners during and following initial negotiations/contracts regarding recruitment needs, placement requests, fair planning, and partner obligations.
- Assist with planning of in-country and virtual recruitment fairs, setting deadlines to ensure timely communication of plans to host employers, ensuring recruitment plan is in place for all placement offers based on dates and country availability. Assist with hosting pre-trip orientation calls.
- Properly prioritize tasks, problem-solve and multi-task in a time sensitive, client-focused workplace, while monitoring deadlines.
- Ensure reservations are made and positions are filled according to deadlines.
- Actively participate in weekly departmental meetings and inter-department meetings. Provide partner specific updates and feedback. Liaise with Support and Compliance teams to ensure precise expectation-setting and follow through.
- Proactively problem-solve and identify best practices to improve business functions and workflow within department.
- Efficient, courteous, and informative account management of partners.
- Provide updates to partners about position details, cancellations, updated placement offers, etc.
- Provide updates to partners about any in-country escalated issues with exchange visitors and serve as a conduit for problem solving with Support and Host Employer teams.
- Coordinate partner in-person office visits when applicable: set agenda, coordinate volunteers, assemble seasonal review reports, alert relevant parties of visit, coordinate arrival and meeting logistics.
- Coordinate with supervisor and Finance team to ensure timely payment. Ensure partner understanding of payment deadlines, invoice breakdown, cancellation policies, etc.
- Maintain databases, file administration, and prepare reports for any Department of State compliance/regulatory functions or inquiries.
- Understand and up expectations.
- Represent Alliance Abroad Group on recruitment fairs, orientations, community events, and/or site visits. Timely submittal of expense reports upon return from company travel.
- Work with program director on overall strategic needs for increased representation within assigned territory, and as determined proactively pursue relationships with new partners or new schools for AAG Direct/internal partner placement.
- Work in accordance with the mission, goals, values, and strategic direction of AAG.
- Other duties as assigned and not limited to supporting overall team needs, completing special projects or duties, domestic or international travel, assisting with out of office support, coverage as needed (and communicated in advance) for AAG Emergency support line, etc.

**Essential Qualifications & Experience**:

- Experience in related international, cultural exchange or educational program industry, or in the customer service industry.
- Ability to work effectively and courteously with multiple cultures and in an international business arena.
- Exhibit a passion for cultural exchange and able to handle communication barriers and cultural expectations professionally and through a culturally sensitive lens.
- Proficiency in Microsoft Suite products.
- Excellent interpersonal and communication skills. Extremely comfortable working with people from around the globe, understanding cultural nuances and expectations, and communicating with this in mind.
- Strong leadership and entrepreneurial qualities, proactive and collaborative.
- Demonstrated ability to multi-task, prioritize workload, remain organized, and make decisions in a fast-paced, deadline sensitive environment. Comfortable with changing and rebalancing priorities as needed.
- Strong critical thinking skills, problem-solving skills, and analytical thinking.
- Commitment to professionalism and professional development.
- Ability to comfortably and confidently represent AAG at in person or virtual events and facilitate presentations and Q&As on behalf of AAG.
- Willingness to work flexible schedule (occasional evening or weekend hours) when/if needed to support partner accounts and the Intern and Trainee programs.
- Personal passion and interest in travel,

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