Senior Specialist, Key Accounts - Global Corporate Education

Senior Specialist, Key Accounts - Global Corporate Education

GIA is the world's foremost authority in gemology. GIA is a global organization with headquarters located in Carlsbad, CA. GIA in Carlsbad boasts a 17-acre ocean view campus that accommodates approximately 600 of its 3,000 total employees worldwide. It offers many competitive health and commuter benefits that promote the well-being of its employees as well as that of the environment.
This position is located in Carlsbad, California at our corporate headquarters. We offer a hybrid schedule with 3 days onsite (subject to change), provided if metrics such as productivity and the quality of the deliverables are achieved.
The environment:
On-site cafe - affordable custom breakfast and lunch meals and Starbucks drinks!
Economic friendly services - electric vehicle charging stations on-site
Ergonomic assessments offered on-site and virtually
The culture: We foster an environment of autonomy, performance, and passion. Our team members collaborate extensively across various departments, providing high-quality service to internal staff, stakeholders, and the organization as a whole. We value initiative, cross-functional cooperation, and a commitment to excellence in all our endeavors.
What to expect:
We offer competitive medical, dental, vision and matching 401-K plans (no vesting required)
Paid vacation, sick and holidays, tuition assistance, commuter benefits
Client Engagement
Client & Student Experience
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.
Central Point of Contact & Communications Management
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.
Corporate Account Onboarding & Support
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.
Client-Facing Account & Service Operations
Service Operations & Logistics Coordinate logistics for in‑market services, managing materials, timelines, and cross‑functional communications to support successful service delivery.
Application & Enrollment Management Oversee application intake and the enrollment lifecycle, including application review and approval, documentation follow‑up, corrections, and partnership with Education Records through service completion.
Contract & SOW Operations Manage SOW‑related client and student communications, contract drafting & workflows, documentation standards, and coordination with Education Records and internal stakeholders.
Account & Program Maintenance
Corporate Account Governance Maintain corporate account eligibility, benefits, contract storage, retention criteria, and renewal standards.
CRM Administration, Reporting & Market Intelligence Ensure accurate CRM data integrity and activity tracking; produce reports and KPI dashboards; collect and regularly share client and market insights with internal stakeholders.
Process Improvement & Operational Excellence Identify workflow gaps and operational inefficiencies, lead initiatives to streamline processes, improve cross‑functional alignment, and support go‑to‑market execution.
Other
Additional Responsibilities Support special projects, pilots, and proactive outreach initiatives as assigned in support of Global Corporate Education and Market Development objectives. Other duties as assigned.
General
Standards, Quality & Performance Accountability 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.
Job Competencies:
Client-Centricity Demonstrates a strong client‑first mindset by anticipating needs, advocating for client interests internally, and ensuring a high‑quality, consistent client and student experience.
Communication 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
Relationship Management & Collaboration Builds effective working relationships with clients, peers, and cross‑functional partners; works productively across departments, cultures, and personality styles to achieve shared outcomes.
Operational & Project Management Manages complex, cross‑functional initiatives with multiple stakeholders; able to plan, prioritize, and execute against shifting timelines and competing priorities.
Problem Solving & Issue Resolution Navigates complex, ambiguous situations using sound judgment and conceptual thinking; identifies root causes and drives practical, timely resolutions.
Flexibility
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
CRM, Data & Technology Proficiency
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.
Process Improvement & Operational Excellence
Identifies opportunities to improve workflows and operational practices by analyzing processes, data, and stakeholder feedback, driving improvements that enhance efficiency, quality, and client experience.
Time Management, Adaptability & Execution Under Pressure
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.
Professional Accountability & Judgment
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.
Service Orientation & Cultural Awareness
Demonstrates a strong service mindset, active listening skills, and respect for cultural diversity; seeks to understand and respond to varied client and stakeholder needs.
Knowledge Sharing & Informal Mentorship
Shares expertise and best practices to support team efficiency and global collaboration.
Minimum Qualifications:
Bachelor's Degree in related field and 4-6+ years of related industry experience; or equivalent combination of education and experience.
Additional Requirements:
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.
Work Environment/Physical Demands:
Work is performed in a designated professional office workstation and environment.
Extensive use of office equipment to include computer, calculator, copier, fax, and other business-related machines and software.
Pay Range:
$100k - $115k
An Equal Opportunity Employer All employment decisions are made without regard to unlawful considerations of race, sex, religion, national origin, age, disability, or any other legally protected status. Reasonable accommodations are available upon request.
Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.