Idox is looking for an Account Manager to join its Social Care team, supporting and servicing customers using our EHC (Education Health and Care) Hub and Directory platforms. The EHC Hub is an innovative digital platform for families, professionals and education settings to engage, contribute and collaborate on EHC assessments, plans and reviews. Our Directory Platform is a mature platform that local authorities across England have been using for over 15 years to provide high quality local information, advice and guidance that supports young people, adults, families and carers to find the information and support they need, when they need it.
We are looking to hire people with a passion for managing customers, securing repeat and new business, working collaboratively with internal teams and with a good commercial awareness. Experience of working with organisations within this sector would be advantageous and also experience of managing customers and building long-term, trusting relationships. You will be responsible for proactively managing a set of accounts and ensuring their satisfaction with Idox is high – hence greatly increasing the chance of them renewing their existing contracts with us and upselling additional services and products within the account. It is likely some of these accounts will go through competitive processes when re-procuring and so commercial and contractual knowledge is important. You will also need to be able to guide customers through the commercial process and frameworks and manage their expectations.
This could be a developmental role for the right candidate with the right outlook. This could be a great opportunity for you to further your career in sales and customer account management, working in a sector where customers are going through much digital transformation. Your Idox team of experienced sellers and leaders will provide the mentoring and development you need to succeed as a member of our team, so that you can apply your existing expertise to support our customers and develop new skills. You’ll be involved in capturing new opportunities, forward planning, customer awareness campaigns and the provision of timely and reliable management information to support Idox business strategy, goals and objectives. You will be presenting our solutions to new and existing customers and will be encouraged to bring insights and intelligence back to the Group. Account management responsibilities include developing strong relationships with customers, connecting with key stakeholders and delivering to forecast. In this role, you will liaise with cross-functional internal teams (including Customer Services, Marketing, Product and Development) to improve the entire customer experience.
This is an exciting time to be joining Idox. The company has a great track record having been able to look after our colleagues as well as our customers in spite of COVID, enabling a sustainable balance between work and family commitments by providing excellent benefits, remote working facilities and a comprehensive benefits package to give our staff confidence and security. We have also achieved our goals.
Key responsibilities
• Taking overall ownership for the Idox relationship with a customer account
• Creating, nurturing and maintaining mutually beneficial relationships with our customers
• Ensuring customers are aware of the wide range of products and services available
• Achieving sales targets by growing and retaining our existing base plus securing incremental and new/upsell sales
• Regular engagement with customers including meetings on-site, delivering product presentations and supporting demonstrations
• Ensuring customer retention and working with these customers ensuring further development in the customer’s use of IDOX solutions
• Negotiating contracts and closing agreements in line with our lead to order process
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Accurately forecasting and tracking against key account metrics
• Preparing reports as needed on account status
• Collaborating with other team members to identify and grow opportunities
• Assisting in resolving customer requests or issue escalations as needed
• Adhere to Idox Information Security & Management System Policies.
To be successful you’ll need to bring:
• Confidence in being ‘at the front line’ of managing our customers
• Empathy when working with customers and colleagues whilst managing expectations for the business
• A passion for your own development and being customer-facing
• An ability to communicate, present and influence customers and stakeholders
• Ability to deliver customer-focused solutions to meet customer needs
• Proven ability to manage multiple account projects, with attention to detail
• An organized methodical approach to your work
• High level of commitment and passion for achieving high levels of service excellence, use of sales tools and reporting to the business
• Good time management and prioritisation skills.
About Idox
Our specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our hard-working process engines deliver exceptional functionality and embed workflows that drive efficiency and best practice with a long-term focus for regulated environments. Through the automation of tasks, the simplification of complex operations, finding scalability as operations evolve, and more effective management of information, we help our customers harness the power of Digital, so they can do more.
We employ around 660 staff in the UK and worldwide, so some travel to meet colleagues may be required and travel to your customers around the UK and NI is to be expected.
Our Culture
We are ambitious in working together to promote a more inclusive environment, which attracts all candidates and signals our commitment to celebrate and promote diversity. Idox is a company where we can all be ourselves and succeed on merit, where we respect all our employees, customers and communities in which we live, work and are a part of.
We recruit and reward employees based on capability and performance – regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. Each office location worldwide, is free to respond to local needs to create a culturally sensitive workplace for everyone. In doing so, we want every employee to feel our commitment to showing respect for all and encouraging open collaboration and communication.
Our Benefits Flex to Fit
We recognise that for individuals, the opportunity to work flexibly can enable them to achieve a better work-life balance along with a greater sense of responsibility, ownership and control of their working life. During the pandemic, all our employees successfully transitioned to remote working and we are open to conversations on work patterns to suit our employees needs such as change to working times; part time working; term time working; 9-day fortnight. We are proud to be a flexible employer enabling effective hybrid working for our employees.
How to apply
Please submit a CV, and a short cover letter (maximum 500 words - including salary expectation, and current remuneration) explaining why you feel you would be suited to this role to join.us@idoxgroup.com
Please note successful applicants will need to satisfy the BPSS guidelines (Baseline Personnel Security Standards) which consist of the receipt of satisfactory references covering the last 3 years of employment; an identity check; verification of eligibility to work in the UK; and a Basic Disclosure Check. This is in order to help us make safer recruitment decisions.
Privacy notice
As part of the recruitment process, we will collect data about you in a variety of ways including the information you would normally include in a CV or a job application cover letter, or notes made by our recruiting officers during a recruitment interview.
Please read our Recruitment Data Privacy Policy here: https://www.idoxgroup.com/policies