Senior Specialist, Key Accounts - Global Corporate Education

GIA (Gemological Institute of America) • Carlsbad, CA

1d • $100,000 - $115,000 • Hybrid

About The Position

The Senior Specialist, Key Accounts - Global Corporate Education will serve as the primary in-house liaison for Global Corporate Education clients and students. This role partners with Market Development field teams and internal stakeholders to deliver a seamless end-to-end experience. The Specialist will act as the central contact for client and student communications throughout onboarding, account management, and service delivery. They will manage shared inboxes and inbound phone lines, resolve issues, and drive timely, client-centric solutions. This role also supports the onboarding and ongoing management of corporate accounts by participating in introductory calls, drafting and coordinating contracts, configuring CRM, and aligning internal resources. The Specialist will provide client guidance and portal overviews while supporting complex, multi-region account needs and ongoing account maintenance. Additionally, they will coordinate logistics for in-market services, manage materials, timelines, and cross-functional communications to support successful service delivery. The role oversees application intake and the enrollment lifecycle, including application review and approval, documentation follow-up, corrections, and partnership with Education Records through service completion. They will manage SOW-related client and student communications, contract drafting and workflows, documentation standards, and coordination with Education Records and internal stakeholders. The Specialist will maintain corporate account eligibility, benefits, contract storage, retention criteria, and renewal standards. They will ensure accurate CRM data integrity and activity tracking, produce reports and KPI dashboards, and collect and regularly share client and market insights with internal stakeholders. This role identifies workflow gaps and operational inefficiencies, leads initiatives to streamline processes, improve cross-functional alignment, and supports go-to-market execution. The Specialist will also support special projects, pilots, and proactive outreach initiatives as assigned in support of Global Corporate Education and Market Development objectives. Finally, they will uphold GIA’s Mission, values, and customer satisfaction standards, maintain current SOPs, achieve assigned goals, and adapt priorities based on performance metrics and evolving business needs.

Requirements

• Bachelor’s Degree in related field and 4-6+ years of related industry experience; or equivalent combination of education and experience.
• Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint) and comfort working with cloud‑based CRM platforms and customer databases; maintains data accuracy and operational integrity.
• Demonstrates a strong client‑first mindset by anticipating needs, advocating for client interests internally, and ensuring a high‑quality, consistent client and student experience.
• Ability to communicate complex info in a simplified and clear manner; can communicate effectively with others, able to develop and modify communication strategies to deliver difficult or complex information.
• Actively listens and encourages the open expression of diverse ideas.
• Builds effective working relationships with clients, peers, and cross‑functional partners; works productively across departments, cultures, and personality styles to achieve shared outcomes.
• Manages complex, cross‑functional initiatives with multiple stakeholders; able to plan, prioritize, and execute against shifting timelines and competing priorities.
• Navigates complex, ambiguous situations using sound judgment and conceptual thinking; identifies root causes and drives practical, timely resolutions.
• Able to adapt to change, able to multi-task while maintaining attention to detail.
• Able to adapt communication styles.
• Understands that different situations may call for different approaches.
• Identifies opportunities to improve workflows and operational practices by analyzing processes, data, and stakeholder feedback, driving improvements that enhance efficiency, quality, and client experience.
• Demonstrates strong organizational skills, attention to detail, and the ability to adapt quickly in a fast‑paced environment; comfortable managing ambiguity and change while maintaining service quality.
• Takes ownership of work and outcomes; operates with a high degree of autonomy under consultative direction; follows through on commitments aligned to long‑range objectives.
• Demonstrates a strong service mindset, active listening skills, and respect for cultural diversity; seeks to understand and respond to varied client and stakeholder needs.
• Shares expertise and best practices to support team efficiency and global collaboration.

Nice To Haves

• Onsite hybrid role - 3 days minimum in office per week. Flex to 5 days in office and weekends in-market occasionally.
• Willing and able to travel domestically as business needs require, up to 10% of the time.

Responsibilities

• Serve as the primary in‑house liaison for Global Corporate Education clients and students, partnering with Market Development field teams and internal stakeholders to deliver a seamless end‑to‑end experience.
• Act as the central contact for client and student communications throughout onboarding, account management, and service delivery; manage shared inboxes and inbound phone lines, resolve issues, and drive timely, client‑centric solutions.
• Support onboarding and ongoing management of corporate accounts by participating in introductory calls, drafting & coordinating contracts, configuring CRM, and aligning internal resources.
• Provide client guidance and portal overviews while supporting complex, multi‑region account needs and ongoing account maintenance.
• Coordinate logistics for in‑market services, managing materials, timelines, and cross‑functional communications to support successful service delivery.
• Oversee application intake and the enrollment lifecycle, including application review and approval, documentation follow‑up, corrections, and partnership with Education Records through service completion.
• Manage SOW‑related client and student communications, contract drafting & workflows, documentation standards, and coordination with Education Records and internal stakeholders.
• Maintain corporate account eligibility, benefits, contract storage, retention criteria, and renewal standards.
• Ensure accurate CRM data integrity and activity tracking; produce reports and KPI dashboards; collect and regularly share client and market insights with internal stakeholders.
• Identify workflow gaps and operational inefficiencies, lead initiatives to streamline processes, improve cross‑functional alignment, and support go‑to‑market execution.
• Support special projects, pilots, and proactive outreach initiatives as assigned in support of Global Corporate Education and Market Development objectives.
• Uphold GIA’s Mission, values, and customer satisfaction standards, maintain current SOPs, achieve assigned goals, and adapt priorities based on performance metrics and evolving business needs.

Benefits

• Competitive health benefits
• Commuter benefits
• Competitive medical, dental, vision and matching 401-K plans (no vesting required)
• Paid vacation, sick and holidays
• Tuition assistance
• Commuter benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior