United Kingdom onlySocietyWorks is the commercial division of the UK civic technology charity, mySociety, the organisation behind well used services such as FixMyStreet, WhatDoTheyKnow, TheyWorkForYou and WriteToThem. We’re 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.
We are an agile team working remotely from a mixture of home and co-working spaces, and this role can involve significant travel for client meetings, conferences and events. We meet up regularly in teams, and as an organisation, in cities across the UK.
Our Account Manager will be self-motivated and strategically driven to look after SocietyWorks’ client portfolio. They will be responsible for managing client accounts, and building and maintaining client relationships. This is a technical role that requires an aptitude and willingness to learn our products. You will work collaboratively with the client and the internal team to embed projects and ensure products are being used to their fullest extent. Our Account Management team balances the needs of the client with the commercial aims of the business, ensuring client contract renewal and growth of SocietyWorks’ business, in line with the direction of SocietyWorks’ strategy.
No recruiters or agencies, please.
Requirements
What does the role involve?
Objectives
- 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
- Work with the Head of Marketing to ensure marketing and comms activity is aligned with the needs of clients
Responsibilities
Account management
- 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
Business development
- 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
Learning and knowledge sharing
- 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
Skills/experience
- 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
Have any questions? Drop an email to recruitment2025@mysociety.org
Benefits
This is a permanent role with a salary in the range of £40,000 to £50,000 (FTE) per year, plus pension (4% employer, 4% employee).
You must be based in the UK and you need to have the right to work in this country.
You can read more about what it’s like working at mySociety at mySociety Culture
Deadlines
The application deadline is Sunday 7 December 2025 and interviews will take place over the following weeks via video conference. We will aim to notify applicants of whether or not they will be invited to interview by the end of December 2025.
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 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 particularly interested in improving the diversity of our team and we welcome applications from all suitably skilled and experienced people, and particularly from candidates with Black, Asian or other Minority Ethnic heritage, in line with our EDI strategy.
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.
