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Regional Account Manager

3 months ago

Honolulu, United States Alliance Abroad Group Full time

About Alliance Abroad:

Honored as the recipient of the 'Best Work Experience Provider' accolade at the 2023 Global Youth Travel Awards, Alliance Abroad Group boasts three decades of steadfast dedication. Over this period, we have refined our expertise, accumulated valuable experience, and acquired the necessary credentials to effectively link employers with outstanding international talent.


Headquartered in Austin, Texas, and with additional offices in Australia, Dubai, Mexico, Spain, South Africa, and Ireland, our organization has successfully orchestrated meaningful cultural exchange experiences for over 125,000 participants from more than 55 countries. Engaging in an AAG program offers young individuals the chance to immerse themselves in a destination, gaining profound and authentic exposure to its culture, people, and professional environments.


Position Summary:

The Regional Account Manager is responsible for the successful management of his/her designated portfolio of host company accounts, program participants and new placements development within his/her area. Regional Account Manager is responsible for ensuring exceptional service for internal and external customers within their portfolio and to maintain and grow existing and new business through effective account management, the cross selling of AAG programs and a strong promotion of the programs in their assigned area. This entails consistent and high-quality relationship building with key contacts at each account throughout the year, as well as an annual review of the account, recruitment strategy and execution with the appropriate program team(s), and in-season support of participant issues related to the Host Employers or placement. The role also includes involvement in the community to promote the J-1 program, engage with local organizations and groups on support for participants, and to identify and secure new business opportunities that may exist for Alliance Abroad within the area for business development. The role requires the management of all projects and activities related to assigned portfolio throughout the life cycle of the programs; from recruitment strategy to enrollment to visa appointment results to arrivals to in-country experience to departures.


Duties & Responsibilities:

Primary Functions:

• Work in collaboration with supervisor, Seasonal Programs, Career Development, Teach, Finance and Host Employer on recruitment efforts, support, and all other needs to provide exceptional customer service to our regional host companies. This includes designing a recruitment strategy per season or year that details dates, countries, and plan for fulfilling position requests.

• Train and educate all accounts on their programs, best practices, and the account management systems annually for new companies, new employees at the company, and periodic regulatory or policy changes.

• Effectively communicate with Host Employer on a regular basis and in-person, ensuring that all are informed and updated as to program regulations and participants, before, during, and after arrival. All communication with Host Employer, related vendors, and participants must be reflected in Hanover to ensure audit compliance. Communication should be proactive and consistent, including check-ins for no other reason than to make sure all is well and/or to make a connection.

• Maintain existing company position requests, increase position requests when possible, and actively seek referrals from existing clients as well as cross selling all AAG programs.

• Keep company points of contact informed on the status of recruitment efforts, helping interview and pre-screen candidates when or if needed, and scheduling interviews with company upon request of company if not done by Alliance Abroad or on a fair.

• Assist with coordinating domestic virtual fairs and/or travel with Host Employer contacts when needed on overseas recruitment trips.

• Ensure thorough knowledge and understanding of history of account’s use of J-1 programs and ensure we are meeting their needs.

• Design effective recruitment strategy, coordinate information, schedule, and conduct interviews, update existing orders, and all activities related to the host company orders, applications and internal departmental audit process.

• Conduct site visits and office hours to maintain relationship and face to face contact with Host Employers. Participant Support Responsibilities:

• Ensure clear and accurate job or training offer information updated in job or training offers seasonally or annually to help set expectations of participants regarding placement and housing.

• In collaboration with Support Team, strategically problem-solve escalated Participant and Host Employer issues and concerns accordingly. Communicate any escalated issues to supervisor.

• Ensure creation and process Hanover cases and reports as needed for escalated issues involving participant and Host Employer.

• Review and synthesize participant feedback for companies in portfolio to look for opportunities to strengthen the local program and/or placement experience. Business Development Responsibilities:

• Evaluate assigned region for development and growth opportunities.

• Identify and pursue recruitment of new host employers that would be an excellent fit for AAG’s programs.

• Engage with local organizations, Visitor’s Bureau, Chamber of Commerce, Hotel & Lodging Associations, to identify opportunities to promote AAG programs and recruit new host employers.

Community Development Responsibilities:

• Represent Alliance Abroad within the local community through whatever means are available, from the Community Group efforts to local Chamber of Commerce, etc. to promote the J-1 and H2-b programs and advocate on behalf of our participants and companies.

• Spearhead local Community Group annual meeting and subsequent cultural activities and planning, from orientations to J-Day to special programs like Friendship Family. Secondary Functions:

• Ability to complete special projects and other duties as assigned.

• Ability to anticipate areas of need based on overall observations and interactions with participants and Host Companies.

• Serve on call throughout the year as assigned.

• Ability to travel both domestically and internationally as needed.

• Ability to work flexible hours, including evenings, weekends and holidays.


Essential Qualifications & Experience:

Required - Minimum

• Bachelor’s degree.

• Three years of relevant experience in the customer service industry or related international, cultural exchange or educational program industry.


Physical Requirements – Preferred

• Manually manipulate and maneuver objects weighing up to five (5) pounds daily, including fine finger, hand, and arm movements involved in use of computers, telephone, and other office machinery.

• Sit and/or stand for 3-4 hours at a time which working on the computer, talking on the phone, meeting with people, and similar office activities.

• Travel by car and/or other modes of transportation occasionally an as needed basis to visit Host Employers and others.

• Good, clear vision and hearing with or without the aid of corrective or assistive devices; and

• Clear, understandable speech in-person and while communicating by telephone and other electronic modes.