Account Manager

November 19

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mySociety

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Secure and fair democracies need engaged and informed citizens. mySociety helps people be active citizens with technology, research and data used by individuals, journalists, and civil society in over 40 countries around the world.We build and share digital technologies across three interlinked practice areas, Democracy, Transparency and Community; each underpinned by research, sector building and appropriate commercial work. Founded in 2003, we are recognised as a global pioneer in the use of online technologies to help citizens perform civic and democratic tasks – helping establish the Civic Technology sector in the process. We work with digital technologies because they lower the barriers to taking the first civic or democratic steps in a citizen’s life, and can connect people and organisations at scale. Our aim is to enhance civic participation for millions of people, making it possible for them to collectively drive changes in the policy and practice of governments, and ultimately contribute to building effective, accountable and inclusive governance and more equitable, democratic and sustainable societies.Keep up with everything we do via our monthly newsletter: we promise it's always interesting. https://tinyurl.com/mysocietynewsletter

11 - 50 employees

📋 Description

• Be a trusted and reliable centrepoint between Clients and the Organisation • Balance the needs of the client with the commercial aims of the business • Support the delivery of SocietyWorks’ mission and strategic objectives • Seek out early stage client opportunities and influence them towards a successful outcome • Become an expert in how SocietyWorks’ products work to enable clients to get the most from their product and encourage them to use further products to help secure new work orders and contract renewals • Maintain strong and productive relationships between our clients, and stakeholders who may influence those primary relationships; for example, by expanding your reach and relationships across the council • Provide outstanding client relationship management with proactive and responsive support to clients, ownership of the communication process, and ensuring prompt communication and a tailored approach to meet the needs of the client • High technical aptitude with a strong willingness and ability to learn our products • Demonstrate quality and excellence in customer service at all times • Ensure all client queries and requests conveyed during client meetings, via email or through Freshdesk, are handled and responded to promptly in line with our agreed service level agreements • With a goal to retain 100% of clients, meet and engage with existing clients on a regular basis to build trust and rapport, including face to face • Actively promote new features to clients, increase client knowledge and awareness of the potential of the products they are paying for, encouraging enthusiasm for the products and product development • Manage the renewal process in a timely and proactive manner, and in line with appropriate fee structures, ensuring contract terms accurately reflect the nature of the commercial relationship and obligation • Represent SocietyWorks and promote the company’s products and services at trade shows, conferences and exhibitions • Identify and secure revenue from our existing clients both through additional product sales, and development of existing services in line with SocietyWorks product strategy • Develop knowledge of clients, the interplay between client departments and key stakeholders and decision makers, in order to better inform a strategic approach to business development • Identify and progress own sales pipeline, networking and sharing new business leads for Sales through encouraging referrals and knowledge sharing by existing clients • Write proposals and confidently present them either in person or virtually, with support from the SocietyWorks team when required • Document and share relevant client knowledge and insight with the internal team • Develop a solid understanding of all the SocietyWorks products, know them inside out, ask questions internally to get a clear understanding of the USPs for each product • Keep up to date with the activities of the wider mySociety group. This is about being knowledgeable and useful to network and build trust with clients and within the wider charity group itself

🎯 Requirements

• A proven track record in Account Management of a technical service, ideally within UK local government or public sector • Great personal rapport and people skills, able to quickly make connections and build sustainable working relationships • Willingness and curiosity for developing technical knowledge and understanding the interplay between our technical team and the client • Experience with Software as a Service commercial models and/or in a technical environment is an advantage • Excellent communication and negotiation skills. Comfortable presenting the full range of SocietyWorks services to senior directors and elected representatives through meetings and presentations • Proficiency in online collaboration tools, Google Docs, MS Office and CRM software • Attention to detail, time management and planning skills • Self starter with the ability to work remotely and independently assessing, managing and ultimately closing opportunities • Strong business sense, able to identify new opportunities and capitalise on market trends • Strong and clear written and verbal communication • Highly effective teamwork and collaboration skills with an ability to work cross functionally across departments • Able to contribute to commercial strategy and direction • Able to travel on a regular basis

🏖️ Benefits

• This is a permanent role with a salary in the range of **£40,000 to £50,000 (FTE)** per year • pension (4% employer, 4% employee)