Key Account Management Specialist

The Job Title: Senior Specialist, Key Accounts - Global Corporate Education

The Company: 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. Click here to learn more about GIA!

The Location: This position is located in Carlsbad, California at our corporate headquarters or in our New York City, New York offices in the diamond district. 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
• Hybrid Schedule - 3 days a week onsite

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