Account Manager (12 month FTC)

Who we are

dxw works with the public and third sectors to create services and products that improve lives.

We’ve been around since 2008 and have worked on many projects that have made a real difference – helping track aid spending and looking at how to improve digital collaboration between local authorities.

dxw is employee-owned, and our people have an important voice in the company’s direction. People are at the forefront of what we do – those 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 social things, and some of us get together in person in our Leeds office and co-working spaces in London when we can.

GovPress, by dxw

This role is part of the GovPress team. GovPress provides a secure, high quality, fully managed web publishing service, which meets the legal, regulatory and quality standards of the public and charity sectors.

We’ve been working with WordPress for over 14 years and offer a range of bespoke services. We host high-profile websites like NHS England, National Audit Office, the Move to Universal Credit campaign, and we also look after smaller websites like Care City and Valleys to Coast.

Right now, we are looking after around 80 websites and have 60 clients. 

About the role

As an account manager in the GovPress team and at dxw, you are a link between our clients and the technical team. You will be the first point of contact for all client questions and will manage first-line support through our online ticketing system (Zendesk).

You’ll be working directly alongside another account manager, as well as the wider team, to ensure we provide a great experience for our clients, optimising their websites and meeting users’ needs.  This role is a fixed term contract, covering the parental leave of an existing Account Manager.

You will provide consistent and dependable client support and facilitate clear and open communication between them and the technical support team.

As you begin to better understand clients and their needs, we hope you’ll identify opportunities for new websites, related services, or enhanced features and define, shape, and sell future work.

You’ll train new clients in using Zendesk and, once familiar and confident, in using WordPress to publish and manage content, taking account of the nuances of the client’s own site.

You will regularly check in with clients to build relationships and gather feedback. You will also help clients as we move from delivering a new website to support and maintenance.

You will work with our commercial team to manage time tracking and invoicing, ensuring accurate and timely invoicing. You will also work with them to track contracts, manage renewals, flagging any issues and potential risks.

You will work with teams to help them become more self-organised, facilitate continuous improvement, and remove obstacles to successful delivery. You will use your leadership, organisation, and problem-solving skills to ensure we deliver great work.

You’ll work with clients, facilitating collaborative work and involving them in delivery. We work in an agile way, and we want to help our clients embed these principles and practices in their organisations.

You’ll understand how to motivate whilst keeping focus on the product vision and meeting users’ needs.

You will collaborate with a technical lead and clients to define and scope design and development work that arrives through our support service, generating quotes and getting approval. You will then manage the delivery of the smaller projects, including stakeholder management and agile ceremonies (if required). For larger projects, you will work with a dedicated Delivery Lead who will take on the day to day management of the work. Additionally, you will be responsible for testing and quality assurance of the work delivered to ensure client sign-off.

About you

You will be motivated by providing good service to our clients.

You will have good attention to detail, be well organised and able to manage time independently.

You are an optimistic problem-solver, keen to get stuck into various tasks.

You’re able to build strong relationships with clients and colleagues.

You’ll be willing to work with the technical team to translate the technical aspects of our work for non-technical clients. Some previous experience with WordPress would be useful but not essential.

You are familiar with some agile tools and techniques and understand how they’re used to deliver projects sustainably. You understand how to bring together and look after multidisciplinary teams to deliver outcomes that provide value. You are comfortable making quick and balanced decisions.

You understand how to manage stakeholders to build consensus and have successfully delivered some digital projects and products.

Join us!

We are committed to making our teams as diverse as possible and creating an environment where everyone feels included and can be themselves. We welcome non-traditional paths into the development profession and aim to hire the right person for the role, not the right combination of technical keywords. We especially encourage candidates historically excluded from technology to apply, including but not limited to people of colour, women and people whose gender doesn’t always align neatly with “man” or “woman”, parents and carers, people with visible and invisible disabilities and atypical neurotypes, and people who didn’t go to university.

For more information about dxw, visit our website or Playbook, where we document how we work, our values, and our commitments to sustainable pace and openness.

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