Franchise Account Manager Trainer

ROLE OVERVIEW

The Franchise Account Manager (FAM) Trainer is an internal role responsible for designing, delivering, and continuously improving the training ecosystem that cultivates high-performing Franchise Account Managers. This individual serves as both an expert practitioner and an educator, translating real-world franchise relationship management into structured learning experiences that accelerate FAM productivity, deepen franchise partner satisfaction, and drive measurable commercial outcomes.

PURPOSE OF THE ROLE

Franchise networks thrive when Account Managers operate with commercial acumen, consultative instincts, and the ability to build genuine partnerships. The FAM Trainer exists to close the gap between a competent hire and a high-performing franchise relationship builder, reducing ramp time, standardizing excellence, and creating a pipeline of talent capable of driving franchise growth at scale.

KEY RESPONSIBILITIES

1. Program Design & Curriculum Development Design, build, and maintain a modular FAM Development Program covering onboarding, core competencies, advanced skills, and leadership readiness. Develop role-specific learning content, including playbooks, e-learning modules, workshop facilitation guides, scenario libraries, and assessments. Map curriculum against FAM competency frameworks and ensure alignment with company's commercial strategy and franchise model. Regularly audit and refresh content to reflect market shifts, product updates, and evolving franchise partner expectations. 2. Training Delivery & Facilitation Facilitate instructor-led training sessions (in-person and virtual) for new hire onboarding cohorts, existing FAM upskilling, and team capability sprints. Run recurring 'FAM Excellence' sessions; peer learning forums that share winning practices across the team. 3. Onboarding & Ramp Acceleration Own the end-to-end FAM onboarding journey from Day 1 through full productivity (typically 90–120 days). Build and manage structured ramp milestones with clear performance gates and manager check-in cadences. Partner with HR, Operations, and Sales Leadership to ensure new hires receive functional, technical, and cultural onboarding in sequence. 4. Performance Coaching & Development Planning Partner with line managers to identify individual FAM skill gaps using call reviews, CRM data, and performance metrics. Create personalized Individual Development Plans (IDPs) for FAMs at different stages of their tenure. Provide structured one-on-one coaching engagements for struggling or high-potential FAMs identified by leadership. Support Performance Improvement Plan (PIP) participants with targeted skill remediation programs. 5. Call Observation & Coaching Attend live FAM calls with franchisees in a "fly-on-the-wall" capacity to observe relationship management, communication effectiveness, commercial acumen, and adherence to account management best practices. Assess FAM performance across key dimensions, including call preparation, discovery, consultative problem-solving, objection handling, follow-through, professionalism, and the ability to reinforce brand standards. Deliver timely, constructive feedback following observed calls, highlighting strengths, coaching opportunities, and clear actions for improvement. Maintain a structured call observation framework and scorecard to ensure coaching is consistent, evidence-based, and aligned to the FAM competency model and performance expectations. Identify recurring skill gaps and trends across observed calls, then translate insights into targeted training modules, role-play scenarios, and manager coaching priorities. Partner with FAM leaders to calibrate expectations, reinforce quality standards, and ensure observed coaching contributes to measurable improvements in franchisee experience and FAM effectiveness. 6. Franchisee Conflict Navigation & Pre-Escalation Support Coach FAMs on how to confidently manage difficult franchisee situations before matters escalates to the Account Manager, senior leadership, or executive leadership. Equip FAMs with practical frameworks for de-escalation, expectation setting, issue diagnosis, solution alignment, and professional boundary management in high-friction conversations. Provide real-time and post-call coaching on sensitive scenarios, including underperformance concerns, compliance friction, marketing results disputes, operational frustrations, and emotionally charged franchisee interactions. Develop scenario-based training and escalation guidelines that help FAMs distinguish between issues they are expected to resolve independently and matters that require leadership involvement. Support FAMs in preparing for difficult conversations by reviewing account history, clarifying desired outcomes, pressure-testing messaging, and recommending the best path to resolution. Reinforce documentation discipline, cross-functional coordination, and escalation readiness so that when escalation is necessary, issues are clearly framed, professionally managed, and supported by complete context. When necessary, directly participate in high-risk or complex franchisee escalations alongside the FAM, Account Manager, or senior leadership, modeling effective communication, expectation-setting, and resolution strategies in real time. When warranted, take the lead on select escalated situations to stabilize the relationship, diagnose root causes, and co-create action plans, then translate those cases into de-identified training scenarios and playbooks for future FAM development. 7. Measurement, Reporting & Continuous Improvement Define and track key training effectiveness metrics including ramp-to-quota time, knowledge assessment scores, skill progression benchmarks, and post-training revenue impact. Produce monthly and quarterly Training Effectiveness Reports for Sales Leadership and HR. Gather ongoing learner feedback and apply insights iteratively to program design. Benchmark FAM training practices against franchise industry standards and competitor approaches. 8. Stakeholder Partnership Act as a strategic partner to Regional Sales Managers, ensuring training initiatives are field-relevant and commercially grounded. Collaborate with Product, Marketing, Operations, and Legal teams to embed cross-functional knowledge into FAM training. Support the annual Sales Kick-Off (SKO) and Franchise Summit with curated training content and facilitation. Contribute to career pathways design and succession planning for the FAM function.

QUALIFICATIONS & EXPERIENCE

Essential 5+ years of experience as a Franchise Account Manager, Key Account Manager, or equivalent field sales role within a franchise or multi-site environment. 2+ years in a formal training, coaching, or sales enablement capacity (internal or external). Demonstrated ability to design and deliver structured learning programs; not just on-the-job shadowing. Strong commercial acumen with a proven track record of managing complex franchise or wholesale partner relationships. Desirable Formal L&D or coaching qualification (e.g. CIPD L&D, ICF Coaching, ATD CPTD, or equivalent). Experience using LMS platforms (e.g. Cornerstone, Docebo, Lessonly/Seismic Learning) and sales enablement tools (e.g. Gong, Chorus, Salesforce). Background in instructional design methodologies (ADDIE, SAM, or similar frameworks). Familiarity with franchise disclosure documents (FDD), franchise agreements, and the regulatory landscape. Why Ignite Visibility? A collaborative environment focused on client success and career development Fully remote workforce with optional San Diego office Two-time Landy Award Winner (Search Marketer of the Year & Best Paid Search Initiative) Named Fastest-Growing Private Companies in San Diego (2016–2020) Named Best Places to Work in San Diego (2017, 2020) Named Inc. 5000 Fastest Growing Companies (2017–2020) Ignite Visibility is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law. #J-18808-Ljbffr Ignite Visibility