Part-Time Account Manager (Part-Time)
Job Description
mySociety is a unique not-for-profit group providing services to both citizens and public sector organisations which are used by over 11 million people annually and operate in over 40 countries worldwide.
Through our commercial division, SocietyWorks, we provide expertise to local government and the public sector by building user needs-centred digital services, the profits of which are used to fund our charitable work.
We are now looking for a part-time Account Manager to join SocietyWorks, who will be responsible for assisting in ensuring a high level of customer satisfaction and client retention, while also managing day to day client queries.
The part-time Account Manager will be responsible for annual revenue client renewal and upsell targets.
This is a part-time role (3 days per week / 0.6FTE) and is fully remote. You will have the opportunity to meet your colleagues face to face at our annual retreat and team building days.
No recruiters or agencies, please.
Requirements
What does the role involve?
- Retain 100% of clients assigned to you: assisting with client renewals on time and on budget
- Ensuring all client requests assigned to you via Freshdesk are responded to in a timely manner and meet our service level agreements
- Achieve agreed annual upsell targets: providing clients with accurate quotes and specifications for change requests and new feature requests
- Providing support to the Business Development Manager to help manage and win new business opportunities
- Working with the Project Management team to successfully deliver SocietyWorks’ service instances to new and existing clients
- Collecting new feature suggestions from existing clients to help grow our product roadmap
Client Support
- Provide effective support to clients for everyday issues
- Provide professional customer service at all times
- Manage client queries via Freshdesk
- Oversee specifications and quotes for smaller work orders with developers
- Schedule smaller work orders
- Provide training across the suite of SocietyWorks products to new clients
Client Retention
- Engage with existing clients regularly to build trust by holding quarterly and ad-hoc calls and meetings
- Actively promote new features to gain client buy-in for renewals
- Work with the Key Account Manager towards achieving 100% client renewals and establishing a strategy for your accounts
Business Development
- Identify and secure additional revenue from our existing clients
- Visit potential clients with the Business Development Manager to assist with new sales
- Assist in the management of the sales pipeline
- Help write larger proposals, including written explanations and costings
- On occasion, represent SocietyWorks at conferences and exhibitions
Skills and experience
- Experience of working in a project delivery and/or an account management team
- Prior experience with software products and/or in a technical environment is an advantage
- Able to work independently, be able to self manage and prioritise work effectively
- Experience of gathering client requirements to create accurate quotes
- Able to empathise with the end user whilst making decisions to find reasonable solutions for clients
- Experience of managing helpdesk queries, able to take ownership of problems and proactively resolve them
- Confident presenting to clients both face to face and remotely on video calls
- Experience of travelling and working away when needed
- Experience of working within the public sector is desirable
Interested in applying but not sure you have all the skills? Please apply anyway! We support learning on the job and rearranging tasks within the teams to suit the skillsets of the best applicant. Please let us know in your covering letter what your relevant experience is and where you might need to learn as you go.
Have any questions? Drop an email to Yolanda Gomes on re*************@my*******.org
Benefits
This is a permanent role with a salary in the range of £30,000 to £35,000 (FTE) per year, plus pension (3% employer contribution, 5% employee).
We encourage flexible working. This role is part-time 3 days per week (0.6 FTE) but we will be flexible in agreeing hours and days worked.
You must be based in the UK and you need to have the right to work in this country (sorry, but we can’t offer any help with visas or relocation expenses).
We want you to enjoy being a part of the SocietyWorks and wider mySociety team, so we’ll do everything we can to support you in making your job work for you. We’re always willing to discuss flexible hours or co-working spaces. Wherever you are in the UK, and however you want to work, we’ll do our best to make sure you have everything you need to do your job well.
You can read more about what it’s like working at mySociety at www.mysociety.org/about/careers/culture/
How to Apply
Click here to apply. The application deadline is 10am on Tuesday 19 April 2022 and interviews will take place over the following two weeks via video conference. We will aim to notify applicants of whether or not they will be invited to interview by close of business on Friday 22 April. Application instructions Your application should consist of a CV and covering letter. We’ll rely on your covering letter to show us why your skills make you a good fit for this role when we are shortlisting candidates, so take your time getting it right. We are particularly interested in improving the diversity of our team and we welcome applications from all suitably skilled and experienced people and particularly from candidates from Black and minority backgrounds. We will shortlist all applications anonymously. So please use your initials rather than your name on your CV and cover letter, and don’t include identifying details such as your name or email addresses on these attached documents. We are monitoring our recruitment processes to ensure we are doing everything we can to encourage applications from people of all backgrounds. We would ask you to please complete our optional equalities monitoring form. The information you share in the form will be anonymous and will not influence the assessment of your application.279 total views, 0 today