Senior Account Officer

Senior Account Officer

Salary: £32,950 per year (pro rata)

Location: Remote, UK based, with occasional travel 2-3 times a year

Working pattern: Full time, 37.5 hours per week

Contract: Fixed term, 18 months, with scope for extension subject to funding

Reports to: Senior Business Development Manager, Income and Partnerships

Role overview

NurtureUk is the charity behind the movement to make nurture the norm in education. We help schools remove the social and emotional barriers that stop children learning, through a whole-school approach that makes sure every child can access education. Through the Boxall Profile and a growing range of tools, training and support, we give schools the evidence and methods to understand every child.

We are looking for a Senior Account Officer to look after the Multi-Academy Trusts (MATs) and school groups using the Boxall Profile Online, our EdTech SaaS tool, and our training. You will own the onboarding, engagement and renewal journey for a growing portfolio of contracts: winning renewals, helping customers get real value from their data and spotting ways to grow accounts.

Each contract covers a group of schools and hundreds, sometimes thousands, of children. When a Trust uses the tool well, more children are understood and supported. This is a brand-new role with no existing playbook, so you will build how we onboard, spot risk and turn first-year customers into long-term partners.

What you'll be doing

Winning renewals and growing accounts

• Lead renewal activity, including campaigns to groups moving on from our other funded programmes, and meet agreed targets

• Spot Trusts ready to do more with us, such as moving towards trust-wide National Nurturing Schools Programme (NNSP) training

• Host open, helpful demo calls for MATs, local authorities and groups of schools

• Follow up non-payments and lapsed subscriptions sensitively, working with Finance and Products & Services

Helping Trusts get started and stay

• Guide new customers through onboarding, including setting up subscriptions and group accounts

• Be the main contact for MAT and group customers, resolving user issues quickly

• Build relationships with Trust senior leaders, sharing engagement data and delivering sessions that improve how the tool is used

• Own delivery of our service level agreements

Knowing the portfolio and acting early

• Keep a current picture of usage, engagement, adoption and progress against targets

• Manage risk, stepping in early when an account is disengaged

• Help customers make sense of their data, recommending training or consultancy as a next step

Improving the Boxall Profile Online for groups

• Lead continuous improvement of the offer for MAT, group and flexible accounts with the Products & Services team

• Gather customer feedback and pass it to the Product Manager

What you'll bring

• Account management, customer success or relationship-based sales experience

• Experience of working towards renewal, retention or income targets

• Experience of managing a portfolio of small and medium-value subscription contracts

• Confident use of CRM, subscription or billing systems and reporting tools

• An understanding of school and MAT structures, or the ability to get up to speed quickly

• Strong problem-solving, attention to detail and the organisation to manage a renewal pipeline

• Confidence presenting data clearly to non-technical audiences

• Clear written and verbal communication, and confidence building relationships with senior leaders

• Experience in education, EdTech or the not-for-profit sector, Salesforce or the Boxall Profile would be a bonus

What's on offer

• 25 days annual leave, rising to 30 with service, plus your birthday and the Christmas closure on top

• £500 personal learning budget and LinkedIn Learning

• Fully remote working with flexibility around your life

• Direct access to our senior team, including the CEO, in a flat structure

• A supportive team culture and work that helps more children get the support they need

Additional information

You will need the right to work in the UK, safeguarding and data protection awareness, and a commitment to ongoing development. An up-to-date DBS (on the update service) is desirable.

To apply, send your CV and answers to four questions (around 250-300 words each): a time you met a renewal or retention target or turned around an at-risk account; a time you changed how you managed customers; a time you worked with other teams to solve a customer problem; and why nurtureuk. We want to hear your own voice and ideas, so please write your answers yourself.

Closing date: midday, 2nd November. Interviews are remote, take place week commencing 16th November and include a 15 minute task and 40-45 minutes of structured questions. Let us know if you need any adjustments at any stage.

nurtureuk is an equal opportunities employer. We particularly welcome applications from trans, non-binary and gender-fluid people, and from Black, Asian and other minority ethnic candidates, who are under-represented in our team.

You may have experience of the following: Senior Account Manager, Customer Success Manager, Senior Customer Success Manager, Renewals Manager, Client Relationship Manager, Key Account Manager, Customer Success Officer, Account Manager, Customer Retention Manager, Customer Engagement Manager