We’re looking for a full-time Account Manager to join our software company. Our Head Office is based in Bristol UK, but we’re growing and need someone based in Edinburgh (or who can work for us in Edinburgh) to help look after our customers and be part of the excellent digital government scene there. If this sounds like the 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 calls with our developers and UK office 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 Northern Ireland and to our head office in Bristol and beyond 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. This role is a remote-working one, with the choice to be based at home or in a shared-working space, whichever works better for you. We’ll get that sorted with you when you start and it’s important we get this right for your needs. To get you trained in this role, we’ll need you to be able to spend at least a couple of weeks with us at HQ in Bristol when you start, after that we’ll be spending regular time with you either in Edinburgh or Bristol.
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 work with other global account managers as needed
- Work with the sales team to take on new customers, then take those customers through our on-boarding process. Maintain the account relationship and ensure we retain the customer
- Communicate with customers by phone, email, and face to face
- Deliver product training, both face-to-face sessions and web-based screen-shares
- Identify and grow opportunities within existing accounts where additional products/services can be useful to the customer
- Work with our engineers to get customers’ needs met; be able to understand and translate technical queries between customer/developers and vice-versa
- Manage feedback on product improvement
- Help resolve support and account admin issues
- Write and update supporting articles for our products and their features
- 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.
- Seek references, recommendations & case study opportunities from customers
- Be aware of legal frameworks and statutory information pertinent to our products.
Who we’re looking for:
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 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).
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.
What Happens Next?
If this sounds like a good fit, please get in touch. Kim is handling all applications. Please send us a cover letter along with your CV to email@example.com. We’re more interested in covering letters than in CVs. If we like the look of your application, the first step will be a telephone chat, followed by a standard hiring interview. 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.
To give you an idea on timings, the closing date for applications is Friday 16th August. This will be followed by a period of telephone interviews, with face to face interviews likely to take place in Edinburgh from the second week of September, 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).
Please no recruitment companies, it’s not our thing.