Upshot Account and Support Manager
£30,000 - £33,000 per annum - full time role plus generous benefits
Hybrid working split between:
- House of Sport, 190 Great Dover Street, London, SE1 4YB
- Remote work from home
The expectation would be that the successful candidate would spend a minimum of:
- 2 days a week at the House of Sport with Upshot and the remainder of the week working remotely.
- At times depending on business needs there may be a requirement for more days to be worked in the office.
- This role also includes periodic travel to client locations to build relationships and deliver training.
The Account and Support Manager will be responsible for working with the Upshot team to deliver high quality customer service to all clients. They will manage the implementation of the Upshot system for new clients, deal with customer support queries and manage contract renewals for existing clients. The role enables the candidate to work closely with a range of audiences, stakeholders and different charities, sport and non-sport, to help and support them to collect good data and better measure the impact of their community work.
The successful candidate will manage both high-level and operational client relationships and will serve as the primary point of contact for all new and existing clients assigned to them.
Beyond their core responsibilities, the Account and Support Manager will have opportunities to contribute to the wider development of the business. This includes identifying potential business development opportunities, supporting ongoing marketing activity, contributing to discussions on system development and engaging with the wider Monitoring, Evaluation and Learning Services team.
The role is varied and offers a unique opportunity to develop a broad range of skills required to run a tech start-up, within a social enterprise. The successful candidate will support the development of Upshot’s online help guides/resources, deliver online and face-to-face training, host workshops and assist with improving efficiency within the team.
Account and Support – Core responsibilities
Client Onboarding and Training:
1. Manage the implementation of Upshot for new clients, including analysing clients’ needs and adapting the system to meet their requirements.
2. Deliver training to groups of new and existing Upshot users in-person and online.
Support:
3. Provide a high-quality customer experience, supporting on designing and producing support materials, such as online tutorials, guides and documents.
4. Provide high-quality user support, resolving complex queries and ensuring high client satisfaction.
5. Proactively troubleshooting and offering tailored solutions to clients’ needs online, by telephone or in person.
Renewals:
6. Conduct regular check-ins with clients during the licence period to ensure they are satisfied and utilising the product fully.
7. Manage the renewal process, ensuring clients renew their contracts annually and identifying opportunities for upselling or upgrades.
General Account Management:
8. Build relationships with and take full ownership of allocated & identified new and existing clients.
9. Monitor client accounts to ensure they are active and engaged, taking proactive steps to address any potential issues.
Collaboration and Coordination:
10. Work closely with the Head of Account Management and the wider Account Management team to maintain excellent relationships with all clients.
11. Work with internal teams, such as Product, to highlight client issues and improve the overall client experience.
12. Collaborate with other team members to ensure accurate and complete information is captured in CRM (Customer Relationship Management) and Finance systems.
13. Provide support to the Upshot team for client-related tasks.
14. Lead or support on projects to improve internal processes and implement them successfully within the wider team.
Additional Responsibilities
15. Play an active role in identifying and securing new business opportunities to expand our client base.
16. Support the Upshot team in the delivery of marketing material, organising events and campaigns to maximise sales opportunities.
17. Advise clients on best practices in data collection and impact measurement, and support internal efforts to continually enhance client’s MEL needs.
18. Provide support for the delivery of MEL workshops both in-person and online.
19. Support the Upshot Product team to carry out user testing and make recommendations for enhancements to the system’s features and functionality.
20. Provide support to the rest of the Upshot team where needed.
21. Undertake duties as can be reasonably expected to ensure the smooth running and efficiency of the Upshot team.
22. Carry out all duties and responsibilities in accordance with Upshot policies.
PERSON SPECIFICATION
We are seeking candidates who demonstrate the following characteristics, though we recognise that no candidate will meet every requirement.
1. Web-based software applications and data management.
2. The not-for-profit sector, including Local authorities, Housing Associations, Universities and Colleges.
3. Sports development and/or sport for development including National Governing Bodies, County sports partnerships and sport clubs.
4. MEL (Monitoring, Evaluation & Learning) impact measurement, data collection.
5. Microsoft products, particularly Excel to an advanced level.
6. Account management and customer service in a tech, SaaS or charity environment.
7. Leading on external projects with a wide range of stakeholders from planning to execution
8. Delivering group training and/or workshops to a range of audiences – in person and online.
9. Providing client and user support, especially on digital tools.
10. Building and maintaining strong relationships with clients and partners.
11. Communicating clearly and succinctly to a range of audiences through various channels.
12. Managing workload independently to balance the competing pressures of customer service, implementation, training and internal tasks.
13. A strong desire to learn and develop quickly, and to work collaboratively with other members of the Upshot team. Creative ability, problem solving skills, energy and enthusiasm.
14. Handling, analysing and visualising data to produce actionable insights.
15. Familiarity with data visualisation tools (e.g Power BI, Google Looker Studio and Tableau).
16. Fluency in English required and additional languages desirable but not essential.
17. All applicants must be eligible to work in the UK.
How to Apply:
If you are passionate about supporting non-profits, have the requisite skills, and are eager to contribute to our mission, we would love to hear from you. If you are interested, please read the job description on our website (link below) and fill out the short form and send your CV to [email protected] before 11.59pm on Friday 28th August 2026.
https://www.upshot.org.uk/news/hiring-account-support-manager
Interviews are planned to be held W/C 14th of September.
Job Type: Full-time
Pay: £30,000.00-£33,000.00 per year
Benefits:
Work Location: Hybrid remote in London SE1 4YB
