At GCD, you’ll join an award-winning team who develop digital products and custom software that truly makes a difference to our clients.

Although we’re small enough that we feel like family, we’re big enough to take on innovative software projects for amazing brands like Energia, Fane Valley, Belfast Telegraph and many more.

Be part of GCD…

About the Role

It’s an exciting time to join GCD, we’re growing rapidly and as a result are developing a new Customer Success function with dedicated account management to ensure that the success of our customers continues to be a key priority. 

The Account Manager will be essential to the management and development of our portfolio of customer accounts. Your role is to ensure that each client receives the highest level of customer service, individually tailored services, information, and support, based on an in-depth understanding of their business and expectations.

This role offers huge scope for personal growth & development.

Do you have what it takes? 

Read on to learn more about the responsibilities of the role.

Key Responsibilities:

• Own a portfolio of GCD customers and ensure each client receives individually tailored services, information and support.
• Improve customer lifetime value through high service adoption and increased customer satisfaction.
• Proactively work with clients to help them review and prioritise their current and future needs, and then plan corresponding programs of work.
• Drive customer outcomes by influencing future value and creating new growth through advocacy and reference ability.
• Manage customer budgets, seeking opportunities for further expenditure and reviewing commercial terms when necessary. 
• Encourage customers to look beyond their visible horizon and forecast accordingly.
• Gather regular client feedback and report on customer satisfaction. 
• Liaise directly with GCD’s customer support and service delivery teams to ensure customers are always kept up to date.
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
• Prepare monthly reporting of relevant KPIs to both senior management and to the customer.
• Help establish and improve the account management processes.

You will have:

• A minimum of 5 years account management experience in the software industry.
• Previous experience in software development, consultancy, business analysis or similar.
• A consultative approach to managing multiple complex client relationships.
• Experience in building, maintaining and growing strong customer relationships through effective communication, expectation setting and completion of agreed deliverables.
• Business acumen and strong commercial awareness. 
• Evidence of decision making, analytical and organisational skills in a fast-paced environment.
• Effective stakeholder management experience and proven experience bringing the right people together, both internally and externally, to effectively look ahead and design solutions.
• Ability to work well under pressure, and capable of effective prioritisation of tasks and personal time management.
• Strong written skills to produce proposals, reports and documentation to a very high standard.
• Strong communication, collaboration and interpersonal skills, with the ability to engage with multiple clients at all levels across their business.

Please note the Account Manager role is based in Northern Ireland, as you will meet with our clients regularly in person.

What will make you stand out:

• A technical background being able to interface seamlessly between the business needs of a customer and our technical teams.
• Experience working in custom software development or client facing software services.
• Demonstrable strategic and creative thinking, and problem-solving skills.
• Knowledge of Customer Success, and how you might apply it specifically within the custom software service industry. 
• Leadership and experience in scaling account management in small and mid-sized software businesses. 
• Domain knowledge, understanding what it takes to build, maintain and evolve successful digital products.
• A strong understanding or experience in project management methodologies.

In return, we will offer you:

• A great salary plus bonus 
• 34 days annual leave (with Christmas week off)
• Bupa private medical cover
• 5% matched company pension contribution
• Generous personal hardware budget
• Access to our mentorship programme
• Remote first thinking
• Personal development and training plans
• Regular social events both in person and virtual - gaming nights, family BBQs, paintballing... An annual weekend trip away for Christmas