Senior Account Manager (Part Time)

Wholegrain is on a mission to create more humane digital experiences. Part of that means accelerating the shift to a greener internet that’s designed for people and kinder to the planet by creating human-led, low carbon websites for brands with purpose.

Although Wholegrain is based in London, our team of 15 are spread outside of the capital. Collectively, we work to create an inclusive and supportive environment which actively encourages ideation and innovation as well as leaving space for the team to challenge and be challenged, regardless of their background, identity or job title.

We are happiest when our clients and team are aligned and happy, doing great work we are proud of and our websites are performing to their full potential – high performance, fully accessible and digitally sustainable.

To deliver ongoing quality and great service, we rely on a highly organised and proactive Client Success team, with great communication skills and an ability to build great two-way relationships and partnerships. We are particularly keen to hear from you if you have a passion for purpose and have experience working with purpose driven organisations.

As a Senior Account Manager, you will manage a portfolio of clients who are making a positive difference to humanity. We are WordPress specialists and so your clients will either be moving through a web design and development project or in our strategic retainer model and so you will be able to lean on our wider team and your own insights from sectors and industries to identify the most strategic upsell and growth opportunities to retain and strengthen our partnerships.

This role will suit an experienced Account Manager who has the core skillset of knowing how to be proactive, confident and friendly with clients whilst also having excellent attention to detail when it comes to the administration work that underpins successful account management. You will work with clients who align with our mission to use business as a force for good and play your part in accelerating the shift to an Internet that’s good for people and planet by matching their need to our services and skills.

• Relationship building
  We build great relationships by providing an honest and genuine service for our client partners. You will know them and engage on a level that feels comfortable for both sides of the partnership, providing a safe pair of hands and building trust between both teams.
  
• Vision for growth
  Spotting strategic opportunities to build closer bonds, do better work and further our mission. Sharing knowledge from cross sector applications and understanding partner objectives to build digital solutions that drive growth.
  
• Clear communication
  We are a fast paced team and so the ability to manage multiple conversations and calmly keep communications strong is really important.
  
• Financial awareness
  There will be financial forecasting, tracking and invoicing to look after for your clients.
  
• Account growth
  Either seeing a need yourself or being passed something by one of our Project Managers, you will be comfortable to pick up the conversation and gather the clients needs, helping them shape a brief and then executing our plan to answer it.
  
• Ideation and innovation
  Ideas are always welcome. You will get to know our clients’ business and their sector to a point where you can identify parallels and bring some new thinking on how we can meet their needs.
  
• Culture
  Our team is encouraged to bring their complete selves to work and this means being an active part of a culture of acceptance.

Excellent communication skills
You can’t underestimate the power of good, effective communication and everyone is different. Being aware of how you communicate best, how that translates to your clients communication needs and your internal team, is vital. Communication will be expected across all channels, written, verbally and in face-to-face discussions and presentations with clients and their wider teams.

Technical understanding
We do not expect you to code, but an understanding and enthusiasm for WordPress and its capabilities is key – if you don’t know, just raise your hand as you are surrounded by the best in the business. We need to translate technical dev ways of working in practical and tangible comms for our clients who may not be technical, providing clarity and the context around the ‘why’ behind asks and solutions.

Business understanding
Delivering quality on time and on budget is vital to the success of Wholegrain. Therefore, so is the ability to balance the requirements of our business against the client’s confirmed objectives. You will be managing our client partner expectations, in collaboration with our Project Managers, to ensure this happens and we collaborate effectively.

Ability to work under pressure, with high attention to detail
We all know that things don’t always go to plan and you will be needed to step in from an account level to support and maintain the relationship. Essential to managing these times when they do occur is a level head and taking full scope of the challenge at hand to find a solution that works for Wholegrain, the client and the budget.

Passion for delivering great customer service
Nothing feels as good as exceeding client expectations in a way that feels natural and not forced. Understanding how client teams and organisations work and how we can support as we deliver work will be celebrated.

Upholding and evolving process
As part of the Client Success team, understanding how the processes apply and work day-to-day is key so that we always ensure we are monitoring and evolving to meet our client needs. We want to hear from you and you to play a part in the ongoing delivery and project management of our projects.

Honesty and integrity
Things don’t always go to plan. We understand that. The key is how you respond if something goes wrong. We’re an open and honest team, supporting both our team and clients.

• Specific growth function
  We are all human and that means being flexible to explore career paths and future skills. You will be exposed to all internal and external clients and projects, meaning both you and Wholegrain might identify specific elements of your current role that you’d like to grow and develop if that is something you are interested in.
  
• Internal ownership
  You will have the opportunity to take ownership of internal projects and partnerships if that is something you are interested in. That leads to helping us steer the future path of Wholegrain if you would like to and so we encourage growth in this area.
  
• Traditional growth within Client Success
  You will have access to training courses, seminars and conferences. We are also open to mentorships that enable you to explore and learn more within your role and beyond.

• 22 days holiday + 8 bank holidays pro-rated to your 3 day week
• A pro-rated shut down period over the end of the year
• Your birthday off!
• An annual ‘Impact Day’ to cover those life emergencies without impacting annual leave
• A robust Flexible Working Policy to maintain your balance
• Regular in-person team time or training, with travel expenses covered.
• Opportunities for learning and development by attending conferences and training courses
• Refurbished equipment will be supplied to support your work
• A wellness budget to use outside of work

Team: Client Success, reporting to Client Success Director
Term: Part time 24hrs per week (9-5 as core)
Salary: £40-£45k full time (pro-rated to part time hours)
Start date: As soon as possible
Location: Remote with access to Sustainable Ventures as our London office space

Recruitment process – we don’t take CV’s

Stage 01 – Application
Complete the application form via our HR system, that puts you into the process.

Stage 02 – Culture check
An initial conversation with our Client Success Director and another member of the team. This is all about getting to know each other and understanding how we could work together from both sides.

Stage 03 – Short task with playback
The final round is to complete a short task (no more than 1 hour to do so) and present it back to a senior member of our team.

Simply click below and fill in your details!

We are lucky enough to get a lot of great applicants and review them every 2 weeks. If 2 weeks passes, please note that unfortunately you won’t be moving forward. We may pause getting back to candidates as we process any from the previous inbound applications and so will notify you if this is the case.

Please note, although we appreciate every candidate’s unique background and knowledge, for this role we are looking for talents who have experience in agency life, are based in the UK and have direct or transferable skills.

Recruitment agencies – please don’t contact us.

Apply for the role