Program Support Specialist

Position Summary

The Program Support Specialist serves as the primary key account manager for assigned host school districts, owning the relationship from initial consultation through ongoing program success. This role functions as a trusted advisor to district partners while coordinating closely with internal teams to ensure seamless delivery of J-1 Teacher category programs.

A core component of this role is the disciplined use of HubSpot CRM to manage accounts, track engagement, document risk, and drive proactive relationship strategies. The ideal candidate is highly relationship-oriented, consultative, and data-informed.

Key Responsibilities

Key Account Management & Relationship Building (Primary Focus)

• Serve as the dedicated account owner for a portfolio of host school districts, and third parties acting as the main point of contact and advocate.
• Build and maintain strategic, long-term relationships with district leaders, HR teams, and third-party agents through consistent communication and trust-based engagement.
• Proactively manage account health by identifying risks, anticipating district needs, and delivering timely solutions.
• Conduct regular account touchpoints (check-ins, planning calls, debriefs) and document outcomes and next steps in HubSpot.
• Partner with leadership to support account retention, renewal, and expansion opportunities aligned with district staffing needs.

HubSpot CRM & Account Management Practices

• Maintain accurate, up-to-date HubSpot records for all assigned districts, including contacts, communication logs, account notes, and task tracking.
• Use HubSpot to:
• Track account lifecycle stages and district engagement history
• Log consultations, escalations, and resolutions
• Monitor account health indicators, risks, and follow-up actions
• Support reporting on retention, satisfaction, and pipeline activity
• Apply CRM insights to prioritize outreach, identify at-risk accounts, and improve service delivery.
• Uphold CRM best practices to ensure data accuracy, transparency, and cross-team visibility.

Inbound Lead Consultation & Account Onboarding

• Serve as the lead consultant for new inbound exchange visitor and host school district inquiries, providing expert guidance on program structure, eligibility, timelines, and compliance.
• Conduct discovery conversations to understand district hiring needs and program readiness.
• Document all lead interactions, notes, and next steps in HubSpot, ensuring a smooth transition from lead to active account.
• Coordinate onboarding workflows once districts convert to active partners.

Cross-Functional Collaboration & Application Support

• Collaborate closely with Program Coordinators to support:
• Processing and tracking of J-1 Teacher category applications
• Alignment between district expectations and compliance requirements
• Timely communication and issue resolution
• Act as the liaison between districts and internal teams to ensure consistency and clarity throughout the application and placement process.

Escalation Management & Complex Issue Resolution

• Serve as the escalation point for sensitive or complex district issues, including compliance concerns, placement challenges, or participant-related matters.
• Manage escalations with professionalism, urgency, and discretion, documenting actions and outcomes in HubSpot.
• Balance district advocacy with program regulations and organizational policy.
• Identify patterns in escalated issues and recommend process or service improvements.

Reporting, Insights & Continuous Improvement

• Track account-level trends, challenges, and successes using HubSpot dashboards and reporting tools.
• Provide actionable insights to leadership on district needs, engagement trends, and retention risks.
• Contribute to continuous improvement by sharing feedback from district partners and frontline program experiences.

Required Qualifications

• Bachelor’s degree or equivalent professional experience
• Proven experience using a CRM system (HubSpot strongly preferred) to manage client relationships and workflows
• Strong consultative communication skills with the ability to manage complex stakeholder relationships
• Demonstrated problem-solving skills, particularly in escalated or high-stakes situations
• Highly organized with the ability to balance relationship management and operational tasks

Preferred Qualifications

• Experience working with school districts, educators, or regulated programs
• Familiarity with J-1 visa programs or international exchange environments
• Experience managing long-term accounts with renewal or retention responsibility
• Comfort using CRM data to guide prioritization and decision-making

Core Competencies

• Strategic Account Management
• Relationship Building & Stakeholder Trust
• CRM Discipline & Data Integrity (HubSpot)
• Consultative Problem Solving
• Cross-Functional Collaboration
• Customer Advocacy with Compliance Awareness

Key Success Metrics

• Host school district satisfaction and retention
• Account health and engagement tracked through HubSpot
• Successful conversion of inbound leads to active district accounts
• Timely and effective escalation resolution
• Quality and consistency of CRM documentation and reporting

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.

EEO Statement

The company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Please note that this job description is not designed to cover all activities, duties, or responsibilities. Activities duties and responsibilities may change at any time with or without notice.