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Account Manager

Job Type: Permanent, Full-Time - 40h/week

Salary: £28,000-35,000/year, experience-dependent + commission

Holiday: 34 days per year, including bank holidays

Where: Remote MUST be UK-based with the right to work in the UK

Language: Fluent English required, other languages a bonus

General Statement

Do you love working with clients to solve problems and maintain relationships? Are you technically competent and pick up new things quickly? Look no further than this role, which will provide you with variety, autonomy and the opportunity to provide customer service and first-level technical support as part of a small software company with an exciting global client base.

This is an opportunity for a candidate with a high level of communication, attention to detail and technical comprehension to join a small, tight-knit SaaS company working within a global niche sector. The aim of the position is to build relationships with clients through a superior level of customer support after the software has been deployed in order to ensure client success with the project and to build brand loyalty.

We'd love to hear from you if...

  • You love customer-facing interactions and are energised by interacting with people.

  • You are a natural problem solver, deeply committed to finding the right outcome or solution for the client.

  • You take real joy in being the point person for technical challenges and being the person who unblocks those challenges to make the customer experience consistently excellent and well-supported.

  • You are a confident and thoughtful written communicator, able to adapt your style to different audiences and express yourself with clarity and brevity.

  • You pride yourself on your ability to translate complex technical concepts into plain English that anyone can understand and follow.

  • You enjoy solving problems and communicating the solution concisely.

  • You are ready to be a part of a small but close-knit team dedicated to building a product to serve our client base.

Initial Responsibilities

Become a technical expert of the software product – web and mobile apps (iOS and Android) – to:

  • Build relationships with existing and new clients after the sale has occurred, including phone calls, video calls, email, and WhatsApp

  • Ensure clients are using the product successfully throughout their organisation

  • Act as the main point of contact for any technical issues reported by clients with the ability to quickly troubleshoot

  • Maintain a high rate of client resubscription

  • Collaborate closely with the internal team to ensure customer satisfaction

  • Relay client feedback to the product team

  • Assess current processes and suggest improvements

  • International travel may be required

What is Required

  • Working knowledge of the Pinpoint Works software – web and mobile apps (iOS and Android)

  • Quick to learn new technology

  • Communicate effectively with the clients and the wider technical team

  • Highly autonomous with the ability to effectively plan, control and organise the schedule

  • High level of written and verbal communication skills

  • Work efficiently and log time effectively

  • Swapping tasks regularly throughout the day while maintaining high productivity

  • Support a large number of clients to a high degree

  • Work methodically and logically

  • Assimilate quickly and retain new information

  • Have energy, initiative & enthusiasm

  • Demonstrate excellent attention to detail

  • Flexible working hours – some weekend and after-hours work may be required to support our global clients.

The Ideal Candidate

  • Experience in software support is a bonus but not required.

  • A high level of technical capabilities and troubleshooting is required.

  • Must possess the ability to solve critical issues in a timely manner.

  • First-class communication and people skills are essential. The candidate must be able to interface with individuals from all levels within the business in a fair and professional manner.

  • The Individual must be able to prioritise their workload.

  • A proven record of competency and self-motivation is required. The individual will be part of a team that communicates daily but needs to work with minimal supervision regularly.

  • An excellent level of documentation skills and attention to detail are required. These are crucial when creating and/or updating client files and discussing client feedback with the internal team.

  • Will be able to offer flexible working hours to ensure the support of our global clients.

  • A strong level of commitment is required. Last-minute incidents and outages will arise due to unforeseen circumstances, and the successful candidate will be expected to help after-hours.

  • Honest and organised with excellent presentation and negotiation skills, you’ll be adept at managing multiple clients, understanding their needs and advising on how our software can make them more efficient and effective – whether in a single department or across a global network.

  • Must be a team player who thrives on being a key player in building a small business.

What We Offer

  • A competitive salary with commission potential on recurring client subscriptions

  • 34 days of holiday, including public holidays

  • Automatic enrollment in a pension plan

  • Potential for company-sponsored training when requested if applicable to the position.  

How to Apply

Please submit a cover letter along with your CV clearly stating your suitability for the role, current notice period and location to pwhumanresources@voly.co.uk

We look forward to hearing from you.

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