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

The Franchise Account Manager (FAM) Trainer develops and delivers training that helps FAMs become confident, commercially minded franchise relationship managers. This role combines franchise expertise, sales enablement, performance coaching, and instructional design to accelerate FAM ramp time, strengthen franchisee relationships, and drive account growth.

The ideal candidate brings hands-on franchise or multi-location experience along with a strong background in training, coaching, sales, or account management.

KEY RESPONSIBILITIES

1. Training Program & Curriculum Development

• Design and maintain a structured FAM development program covering onboarding, core skills, advanced capabilities, and ongoing development.
• Create practical training materials including playbooks, talk tracks, workshops, role-plays, e-learning, and assessments.
• Develop training around consultative account management, franchisee relationship management, commercial growth, upselling/cross-selling, conflict resolution, and performance management.
• Continuously refresh content based on business needs, performance trends, product changes, and franchisee expectations.

2. Training Delivery & FAM Onboarding

• Lead virtual and in-person training for new FAMs and existing team members.
• Own the FAM onboarding and ramp journey through full productivity, including structured milestones and performance checkpoints.
• Facilitate recurring FAM development sessions and peer-learning forums.
• Partner with HR, Operations, and FAM leadership to ensure new hires receive the right functional, technical, and cultural training.

3. Performance Coaching & Call Observation

• Coach FAMs based on call observations, CRM data, performance metrics, and manager feedback.
• Observe live franchisee calls and provide actionable feedback on discovery, communication, consultative problem-solving, objection handling, relationship management, and commercial acumen.
• Create individualized development plans for FAMs based on skill gaps and performance needs.
• Support both high-potential and struggling FAMs through targeted coaching and skill development.

4. Franchisee Relationship & Conflict Coaching

• Equip FAMs to confidently manage challenging franchisee conversations and resolve issues before they escalate.
• Coach FAMs on de-escalation, expectation setting, objection handling, solution alignment, and professional communication.
• Help FAMs prepare for difficult conversations by reviewing account history, desired outcomes, and messaging.
• When needed, participate in complex franchisee escalations and model effective relationship-management and resolution strategies.
• Turn recurring challenges and real-world scenarios into training content and playbooks.

5. Measurement & Continuous Improvement

• Track training effectiveness through ramp time, knowledge assessments, skill progression, performance improvement, and business outcomes.
• Gather learner and manager feedback and continuously improve the FAM development program.
• Identify recurring performance gaps and translate insights into targeted training and coaching initiatives.

6. Cross-Functional Partnership

• Partner with FAM leadership, HR, Marketing, Product, Operations, and other teams to ensure training remains commercially relevant and aligned with business priorities.
• Support Sales Kick-Off, Franchise Summit, and other company-wide learning initiatives.
• Contribute to career development, competency frameworks, and succession planning for the FAM organization.

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)