Account Manager

About the role

The account manager at dxw is the link between our clients and the technical team. Our account managers ensure we’re providing a great experience for our clients, and that their services are being optimised and continue to meet their users’ needs. 

• Be the first point of contact for clients’ questions or issues, raised via zendesk 
• Be the consistent and dependable person for our clients, facilitating clear and open communication between the client and our technical support team 
• Manage a rota of developers to provide support for our clients' applications, and scheduling any agreed additional development work. 
• Help our technical support team manage, plan and prioritise their client work, ensuring they track time spent on all client business, and that our service level agreements are met
• Regularly check in with clients in order to build relationships and gather feedback
• Help our clients as we move from the delivery of a new service to our support offering
• Work with our commercial team to track contracts, flagging issues and potential risks

We see huge potential for this role. As the account manager starts to get a better understanding of our clients, and their ongoing needs, we hope they’d start to identify opportunities for new or enhanced services, defining, shaping and selling future work. 

About you

• Motivated by providing good service to clients  
• Good attention to detail; well organised and able to manage time independently
• Optimistic problem-solver; keen to get stuck in to a variety of tasks
• Able to build strong relationships with clients and colleagues 
• Ability to discuss and describe technology in simple terms for non technical audience
• Experience with technical projects or agile delivery environments would be useful

About us 

dxw works with the public and third sectors to create user-focussed services and products that improve lives. We work in partnership with our clients to make life better for the people who use public services and the teams that run them.

We’ve been around since 2008 and worked on lots of projects that have made a real difference – things like helping a government department to track aid spending and working with the charity, Mind on their community platform, Side by Side.

dxw is employee-owned and staff have an important voice in the direction of the company. People are at the forefront of what we do — the people who work at dxw, our clients, and the people we create services for.

We work effectively remotely, with people based all around the UK. We keep in touch all the time for work and for social things, and some of us get together in person in our Leeds HQ and co-working spaces in London when we can.

We encourage people looking for flexible working arrangements to apply. We think it’s important to have diverse teams and aim to create a​​n environment where everyone is supported to do their best and be themselves. 

Join us!

You can learn more about dxw, how we work and what matters to us on our website and by reading ourplaybook.

Our public sector work means that appointments will be made subject to a background check and you must be located and eligible to work in the UK at the point of application. Unfortunately we are currently unable to offer visa sponsorship.

For applicants living in a London borough, we offer an additional payment of up to £4,000 per year to staff who earn under £40,000 per year to help them with the additional costs of living in London.For salaries above this level, London weighting will gradually taper off (by £500 for each £1000 of extra salary) between £40,000 and £48,000. 

If you have any questions around the role, we’d be pleased to answer them. Send a message to [email removed - click apply for more details] and we’ll get back to you.