Account Manager

Account Manager

The Account Manager is a strategic partner and program lead responsible for managing a portfolio of professional learning accounts, identifying new opportunities and delivering high-impact, revenue-generating educational experiences for individual learners and organizations. This role combines client relationship management, program innovation, and cross-functional project leadership to support the unit's financial and educational goals.

Account Managers act as the primary point of contact for assigned accounts and programs, ensuring high client satisfaction while achieving revenue targets and operational excellence. They bridge academic excellence with industry needs, creating tailored learning solutions that deliver both learner growth and organizational value.

Organizational Status: Reports to the Senior Director, Partnerships. Is a primary point of contact and relationship manager for a portfolio of corporate and individual learning clients. Collaborates closely with industry associations, faculty, external instructors, subject matter experts and instructional designers for the program design. Leads cross-functional coordination with faculty, external instructors, operations, instructional design and technical support teams.

Work Performed:

• Researches and proactively identifies new learning needs, renewal opportunities, and value-added services to grow and deepen partnerships, drive account growth and generate revenue.
• Assists in the development of the strategic business plans and collaborates with business development leads to create proposals and learning solutions aligned with client and learners' goals.
• Serves as the primary relationship manager for a portfolio of corporate and individual learning clients.
• Plans advertising and promotional campaigns; researches, devises and implements marketing strategies.
• Directly accountable for enrolment and revenue targets for assigned accounts and programs.
• Develops and manages budgets, forecasts, and pricing strategies in partnership with the Senior Director.
• Monitors program profitability and ensures effective use of resources to achieve financial goals.
• Supports financial reporting and contribution margin analysis as part of strategic planning.
• Maintains accurate account records and pipeline activity in CRM systems (e.g., Salesforce).
• Represents the unit at industry events, conferences, and partnership meetings to build visibility and grow engagement.

Program Design and Leadership, and Learner Experience:

• Leads end-to-end program development, from needs analysis through marketing, delivery and impact evaluation.
• Designs high-quality programs in collaboration with industry associations, faculty, external instructors, subject matter expert, and instructional designers across face-to-face, online, and blended formats.
• Aligns learning experiences with client goals and learner outcomes, ensuring content quality, instructional alignment, and delivery excellence.
• Reviews and updates program frameworks to ensure relevance, innovation, and academic rigor.
• Oversees planning and execution of partnerships, personalized learning solution programs and open-enrollment programs, ensuring smooth operations and positive learner experience.
• Leads cross-functional coordination with faculty, external instructors, operations, instructional design and technical support teams.
• Manages program logistics, timelines, risk, and communication across stakeholders.
• Manages a team of Program Specialists, Program Coordinators and course assistants to ensure operational excellence, client satisfaction and achievement of revenue targets for the portfolio and unit.
• Monitors program performance and takes corrective actions to address issues related to quality, feedback, or engagement.
• Ensures an exceptional learner experience throughout the program lifecycle.
• Leads post-program reviews and integrates feedback into future program enhancements.
• Oversees the resolution of learner and instructor issues, ensuring a responsive and client-centered approach.
• Performs other duties as required.

Consequence of Error/Judgement: Decisions made by this role contribute to the development of new programs. Incorrect or poor decisions and/or judgement will have a significant and direct impact on client satisfaction and the financial performance and reputation of the business unit, UBC Sauder and University in general, and could result in legal liability of the University.

Supervision Received: Formally reports to the Senior Director, Partnerships within the overall policies and procedures of the unit. Receives instruction and guidance from Senior Director. Works collaboratively while demonstrating capability to work independently in carrying out areas of responsibility.

Supervision Given: Manages Program Specialists, Program Coordinators and course assistants and assists in supervising instructors.

Minimum Qualifications: Undergraduate degree in a relevant discipline. Minimum of four years of related experience with at least two years of experience in business analysis or project management, or the equivalent combination of education and experience.

Preferred Qualifications:

• Master's degree in business, education, or related field is preferred.
• Experience in program management, account management, or professional education.
• Strong customer service skills, client management experience, and proven project management experience are essential.
• Ability to communicate effectively verbally and in writing.
• Proven analytical abilities.
• Proactive problem solving and decision-making skills.
• Proven track record of managing complex projects and client relationships.
• Strong understanding of adult learning principles, instructional design, and professional development trends.
• Financial acumen with experience managing budgets, pricing, and performance metrics.
• Exceptional communication, problem-solving, and relationship-building skills.
• Experience with CRM systems (e.g., Salesforce), learning platforms, and project management tools.
• International exposure is an asset.
• Proficiency with office software applications.
• Ability to deal with sensitive issues with tact, discretion and good judgment.
• Ability to negotiate agreements and contracts.
• Intercultural sensitivity and ability to deal effectively with people from diverse cultures.
• PMI certification is an asset.
• Familiarity and knowledge of learning technology platforms are an asset.
• Ability to provide supportive leadership.
• Ability to work evenings and weekends as required.