Customer Success Manager

IT Account Manager (Customer Success)
Based: Hybrid.  Home-based, with weekly time spent in our London office
Type: Full-time
Salary: £55k
Eligibility: You must be eligible to work in the UK and based within an easy commute of our London office.

The successful candidate will enjoy building up genuine and lasting relationships with a wide array of fantastic charities and not for profit organisations with the ultimate goal of business development. 

The role offers the chance to develop interpersonal, presentational, analytical and entrepreneurial skills as you work with our existing and new charity customers to help them understand how modern technology can help them achieve their goals to ultimately serve their beneficiaries, and translate that into new business. 

The role is perfect for anyone with a passion for technology and learning, and who is excited by the prospect of working closely with charities to improve their use and understanding of IT while growing a business. 

Listening carefully to customer’s needs, challenges and aspirations around technology is critical to the success of the role, as you will be part of a team who will help to translate those requirements into technology projects and upgrades that yield tangible improvements to the functioning of their operations. 

Responsibilities

• Attend customer meetings to capture, track and convert issues into opportunities and sales 
• Build strong, trusted relationships with customers, measuring satisfaction to ensure retention 
• Coordinate tender and proposal responses as part of a bid team for new business 
• Lead Generation - engaging with leads at charities to discuss their current challenges around technology on a high level, and translating those into proposals and quotes 
• Assisting with outbound educational marketing activities, such creating useful “How To” or “Did You Know” content for dissemination to existing customers and via social media to position Smartdesc as subject matter experts within charity IT 
• Building relationships with industry bodies such as Third Sector, Civil Society and Charity Digital to help get Smartdesc content to interested customers 
• Refreshing our Products and Services assets and promoting them to our audiences 
• Supporting ongoing improvements to our website and online presence to continue raising awareness of Smartdesc and how we can help charities maximise use of digital technology

Experience

All of the following: 

• A passion for building strong and trusted relationships 
• Qualification or experience in technology
• A natural entrepreneur, able to demonstrate initiative and a desire to grow a business 
• Experience in an IT Customer Manager Success Role

About Smartdesc

Smartdesc is an IT Service Provider and Microsoft Gold Partner whose focus is not-for-profit organisations, which includes charities, social enterprises, and the public sector in the UK. We work with large household names like Mind, YMCA and WaterAid, as well as a diverse mix of other charities and non-profits.

We provide a range of IT Services including Strategy & IT Leadership, Cyber Security, Helpdesk Support and Project / Programme Management - tailored to non-profits and delivered through proactive partnerships with our customers.

Staff who work for Smartdesc are of the highest quality, and one of the main reasons for our success. We promote from within, pay for your training and certifications, and have fun in a growing and exciting atmosphere. This means staff stay with us for years, because we invest heavily in them - our retention rate is 98% which is far above the competition.

We are a flat management structure without internal politics, and staff are given a high degree of autonomy to do their jobs to the best of their ability. We celebrate success as a team and you will have the opportunity to immerse yourself in a diverse range of cutting edge technologies and systems, and never pigeonholed into one single area.

Successful candidates deliver exceptional customer support through effort, integrity and honesty. Smartdesc deliver ethical, transparent and customer focused IT services; new team members are carefully picked to ensure they enhance Smartdesc’s ethos and share our values. Since incorporation in 2012 we have grown to over 70 staff and are projected to have a £5M turnover in our current Financial Year