Work in digital democracy. Make better things. Make things better.

We're hiring! Account Manager - Belfast / UK remote

We're looking for a full-time Account Manager to join our software company. Our Head Office is based in Bristol, UK, but our customer base is growing and we're looking for someone to support our customers in Northern Ireland and the Republic of Ireland, plus some of our customers elsewhere in Europe and the UK.

Our preference is for you to be based in Belfast, or somewhere within easy reach of getting to Belfast. However we're also open to applications from people in other UK locations, so long as you can easily travel to reach our customers (in Northern Ireland, Republic of Ireland, and beyond) and our HQ in Bristol, COVID-19 permitting.

If this sounds like the kind of exciting opportunity you'd jump at then read on…

Job description

160+ 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 customer success, by which we mean 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 this is what some of us think about working here. 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 colleagues 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. COVID-19 permitting, we hope you'll be in a position to visit our local and central government customers regularly and would expect travel to other parts of the UK (including our head office in Bristol) and beyond to present at events, provide training, or spend time with colleagues.

The role is a busy one and in a quieter week you will still be spinning multiple plates. Our group of account managers (there are 7 globally) work closely together to problem solve, share out tasks, support each other to manage workloads, and find opportunities for “continuous improvement” (sounds a bit business speak but it's a fundamental value at Delib). Even when we're not all working remotely, there is an active company chat room where questions, thoughts and appropriate GIFs can be shared.

You'll need to learn product knowledge and also, in time, become an expert in the market we work with - 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 sales staff 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.

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 (COVID-19 permitting), 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.

In normal times, we'd love for you to spend at least a couple of weeks with us at HQ in Bristol when you start, and after that we'd hope for colleagues to visit you throughout the year in Belfast / your location. However, given the current situation, we expect the training for this role will need to be carried out remotely in the short term - so please expect lots of background reading to get you up to speed, remote meetings and listening in on customer calls. And fingers crossed we can meet you face to face after not too long!

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. You also need to be comfortable with being busy - there will always be too many things to do and not enough time to do them, so having a strong work ethic and being able to manage your time effectively is vital. 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 jobs@delib.net. We're more interested in covering letters than in CVs.

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 in the initial stages. 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.

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.

The closing date for applications is Friday 4th December. If we like your application, you'll be invited to a short preliminary telephone interview, leading to a more in-depth video interview. If your application is successful we'll keep you up to speed on likely dates.

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.

Location Belfast, UK / work-from-home UK

Salary range £30k-33k

Closing date 04 December 2020

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