Junior Account Manager Remote
Job description
We’re on the lookout for a highly-organised, diligent and self-motivated Account Manager to join our Operations team. The perfect candidate will be a great communicator, a meticulous planner and a friendly conduit between SMILE and our clients.
The Role
The key objective of our operations team is to help our clients get the best out of our creative services. And by listening to their needs, distilling their requirements into briefs for new work, and guiding them through the delivery of that work, that’s exactly what you’ll be doing.
You’ll be taking a lead role in managing our subscription clients. You’ll be their day-to-day contact, keeping them updated via our key communication channels and helping to field questions, concerns and requests for progress reports.
You’ll lead discussions with our internal team where you’ll help to scope solutions in response to client briefs. You’ll gather and record time estimates for tasks and offer recommendations for how to build tasks into a client’s roadmap both in the short and long term.
You’ll host monthly video calls, working with each client to proactively plan their schedule of work for the forthcoming month while reporting on the status of ongoing or completed tasks.
We’re keen to highlight that you will not be thrown in at the deep end. You will be surrounded by a supportive team who will help you get up to speed and hit the ground running. You’ll be operating within a series of successful frameworks which help to give structure to your work. And we’ll make sure there is a handover period where you’ll meet and learn more about each client before taking the reins.
A typical day would involve:
- Answering customer queries via Live Chat, email or comments in the project management system (we use Asana).
- Checking in with SMILE’s design and development teams to scope new tasks and get up to speed on the latest progress on existing tasks.
- Hosting a video call with a client (normally on a monthly basis for each client).
- Providing a written project update via Asana.
We are SMILE: A digital agency at the forefront of the Higher and Further Education sector. Creating revolutionary online experiences with the latest tech available & we’re pretty good at it - if we do say so ourselves. We’ve been in the game for over a decade, learning the language, refining our craft, and in turn - shaping the sector.
We are fully-remote. You read that right. Work from your home, a coffee shop or at the top of a mountain - if you can maintain a stable internet connection you can work there.
We are pioneers, on projects that genuinely excite us. To name a few:
- The University of Gloucestershire digital prospectus. The first of its kind digital take on the otherwise dated concept of a printed prospectus.
- BCU Inspired. A stunning multi-site WordPress build that showcases student work for potential employers.
- The Flagship website for the University of Sunderland. An award winning (literally) redesign of the Flagship website for one of the top ranking Universities in the UK (Guardian University guide 2023).
To help ensure we’re at the top of our game, we’re looking for an Account Manager who is empathetic and inquisitive. Someone who doesn’t pretend to know all the answers but can pose the right questions to the right people. Someone who is confident in using that gathered insight to lead each conversation toward the right solution. Is that you?
Who are you?
Hard working. Fully-remote does not mean fully-relaxed, on the sofa, with a drink in hand. We are still a fairly small team (there’s 9 of us), which means being on the top of our game at all times.
Organised. You’ll receive lots of comms from lots of people. It is important that you enjoy collecting information and gathering it into the right format in the right place. Love labelling stuff and tidying your desktop into neat folders? Apply here!
Self Starter. You’ll be surrounded by a supportive and friendly team of talented and knowledgeable people that will help you to develop your skills. That said, we’re not looking to be a crutch: You’ll come prepared when asking for help.
Inquisitive. You’re curious, you want to find out the reasons behind a feature request or a piece of feedback and challenge our internal teams to respond. You love learning & want to continue developing your understanding of our process so that you can help guide that conversation yourself.
Required Skills
- Excellent communication skills. We’re a distributed team, so frequent and clear written communication is crucial. We require proficiency in written English.
- Excellent organisation skills and information gathering.
- Listening. You’ll need to be comfortable to take time to understand a situation - especially when customers are involved.
- Pro-activity. The confidence to take the lead in organising your accounts.
- Empathy. The ability to put yourself in the shoes of others. At internal meetings, we expect you to be the voice of your clients, advocating for their needs and fighting their corner.
- Helpfulness. You’ll come across many questions about our services and process. Being able to educate others without patronising will earn you the trust of your clients and help your accounts run smoothly.
- Video call etiquette. You will catch up with each of your clients at least once a month via Zoom.
- Experience with project management tools such as Asana.
- Experience working primarily in a customer-facing role, including support and training.
- Familiarity with WordPress.
- Strong understanding of web projects including the delivery process from scoping and design right through to build, testing and deployment.
Even if you don’t feel that you meet all of the requirements, you should still apply. We’re looking for those that show great potential. You don’t need formal training: We’re interested in what you’ve achieved, however you achieved it.
We are an inclusive workplace, and that extends to you and your application. If you need any adjustments during our process, let us know and we’ll make whatever accommodations are possible.
This role is only open to current residents of the UK who have permanent residence and/or the Right To Work.
How to apply
Interested? We’d love to hear from you. Remember that your communication style is paramount in this position, so please write a covering letter.
The application process will include:
- A chat to talk through your CV and experience
- An interview
This role was first published on careers.wearesmile.com
