We’re looking for a full-time Account Manager to join our software company at our head office in Bristol, UK. We’re growing and in need of someone to help look after our customers and be part of the excellent UK digital government scene. If this sounds like the kind of exciting opportunity you’d jump at then read on…
150+ government organisations around the world use our products to consult the public and involve citizens in democratic decision-making. Your job will be to retain and support that customer base by looking after our customers, building relationships, identifying new opportunities for people to use our tools and services, and by providing fantastic support to our current users.
This role is equal-parts reactive and proactive work: often, you’ll be responding to incoming enquiries or helping admin users when they flag up an issue. However, it’s also essential that you’re able to actively go and engage with our customers and market. We need you to have an empathetic and supportive mindset, an understanding of how to expand a network, a belief in democracy and making things better, and an enthusiasm for introducing more people to what we do.
You’ll be responsible for ensuring customers are happy, retained and would refer us on to other organisations. If we get this right, it’s an all-round win: we’re happy, our customers like working with us, and together we’re helping citizens connect better with decisions that affect their lives.
Delib is a small company (there are about 25 of us in the whole global team) and account management is key to the business – sitting between our customers, sales, and software development.
A ‘typical day’ is varied and isn’t always ‘typical’: it might involve meeting with our developers to plan out work, solving issues for our customers, speaking with them to ensure their needs are met and that they are happy, training teams, and more. You’ll likely find yourself regularly visiting our local and central government customers, and there will be travel to present at events, provide training, or spend time with colleagues. To do this role, you need to be compassionate, inquisitive, open-minded, and happy to be flexible to ensure that customer needs are met. We are looking for people who search out opportunities to make things better and who get things done.
You’ll need to learn product knowledge and also, in time, become an expert in the market we work with – digital in government. It helps if you have an interest in Delib or the kind of things we do – whether it’s an interest in government, in digital or just generally in doing a worthwhile job. As well as customers in Australia, New Zealand, the UK and wider EU, we sometimes work with public sector organisations in Canada and the US as well, so your customer-base could be nicely varied.
We will expect you to:
- Be responsible for a specific set of our customers; and also assist other account managers as needed.
- Communicate with customers by phone, email and face to face as needed.
- Deliver product training when required, both face to face sessions and web-based screen-shares.
- Help resolve support and account admin issues and create and update Knowledge Base articles as necessary
- Deliver on our SLA requirements to manage and escalate critical issues as the first port of call for customers
- Manage feedback on product improvement and proactively identify possible new features.
- Work with the sales team to take new customers through our technical on-boarding process, maintain the account relationship and ensure we retain the customer.
- Work with production team to get customers’ needs met and be able to understand and translate technical queries between customers and developers, and vice-versa.
- Help plan events with and for our customers and attend events relevant to our business and market.
- Help keep the company running smoothly by keeping paperwork and admin moving, and being involved in managing scheduling, planning, etc.
- Build profile with our customers and the wider digital democracy/gov community by sharing news and thinking at events, via Twitter, blog posts, presentations etc.
- Identify and grow opportunities within existing accounts where additional products/services can be useful to the customer (you’ll need to be comfortable identifying and developing opportunities with people you have relationships with, but this role will never involve cold-selling).
- Seek references, recommendations and case study opportunities from customers.
- Be aware of legal frameworks and statutory information pertinent to the applications
- Understand and act within our information security obligations
- Contribute to company progression by looking for and sharing potential improvements we can make in our processes and products.
To be considered for this role, you will have worked in account or project management for at least a couple of years with a good understanding of how the job works.
We’re not looking for a fresh graduate (although we do hire those for other roles) or anyone else who needs the basics of account management explained, so our apologies but please don’t apply if that sounds like you.
We need you to be good with words and have a desire to learn. This is a consultative role focused around supporting people, so warmth and personality count for a lot. All our jobs are pretty autonomous, so you’ll also have to be self-motivated, positive and determined.
Running training sessions, responding to critical issues, and working with other time zones like our colleagues in Australia and New Zealand means, sometimes, your hours will shift (your day won’t always be a conventional 9-5:30).
We’re a small, smart, hard-working team who care about our customers and building a better democracy. You’ll be working closely with your colleagues who will support you to learn and get to grips with what we do.
If this sounds like a good fit, please get in touch. Send us a cover letter (to firstname.lastname@example.org) and your CV. We’re more interested in covering letters than in CVs; we’d love it if you put your personality into it as we’ll be working with you as a fellow person. If we like the look of yours, the first step will be a telephone interview, followed by a standard face-to-face hiring interview. The final stage is a paid trial day in the office to make sure we’re the right fit for you and vice versa.
We run an anonymous hiring process, this doesn’t mean you need to leave your personal details off your application, just that those making any hiring decisions won’t see them. We’re committed to diversity and inclusion and we’d love to receive an application from anyone who feels this role is the right fit for them.
We have extended the application period to the 17th January. This will be followed by a period of telephone interviews in January, with face to face interviews to follow, though the timing of face to face interviews may be subject to change depending on other business pressures. If you’re successful we’ll be keeping you up to date on dates no matter what.
The starting salary range for this role is £30k, rising to £33k following a successful three month probation period. We review and increase salaries as often as we are able to as people progress.
Also, you need to know that we follow the HMG Baseline Personnel Security Standard and you will therefore need to satisfy basic eligibility criteria/certain conditions of employment (e.g. nationality rules/right to work) and provide appropriate documentation to verify ID, nationality, employment and/or academic history, criminal record (unspent convictions only).
Kim is handling applications. Please send cover letters and CVs to email@example.com.
Please no recruitment companies, it’s not our thing.