Technical Account & Product Delivery Manager

Overview

We're looking for our next team member to join Shared Works, Novoville’s innovative platform for retrofit projects. Shared Works is at the forefront of the fight to improve our homes and reduce their carbon emissions (20% of the UK total!). By building software for governments, contractors, and residents to collaborate effectively across the customer journey, we help the industry work smarter, make people’s homes more comfortable, and reduce their impact on the climate. Shared Works is supported by the Scottish Government, the European Union, and the UK Government. We presented Shared Works at COP26. We are partners of 10+ Scottish Councils, Birmingham City Council, and the West Midlands Combined Authority.

This is a hybrid client, product and delivery role. The right person will be commercially aware and client-facing, but also technically curious, structured, data-literate and confident working closely with product/engineering teams.

As our Technical Account & Product Delivery Manager, you will own the client relationship from go-live onwards: managing accounts, getting hands-on with the platform, wrangling data, translating client needs into clear product and technical requirements, prioritising deliverables with the technical team and testing new features and fixes before they reach our clients.. You are not a developer, but you do need to understand (or want to) how software products are built, be comfortable discussing workflows, data, bugs, APIs/integrations or configuration issues, and act as the bridge between clients, product, engineering. You’re the kind of person who is as comfortable in a spreadsheet as you are in a client meeting, who takes initiative, and who genuinely cares about doing a good job.

Responsibilities & Duties

• Account management: Own the day-to-day relationship with a portfolio of clients: combined authorities, housing associations, and contractors. Run onboardings, check-ins, and reviews. Keep clients informed, unblocked, and getting value from the platform.
• Platform configuration: Set up and configure Shared Works for new clients, tailoring it to their workflows and programme structure.
• Data management: Handle data imports and exports, keep data clean and accurate, and help clients understand and use their data effectively.
• Technical support: Be the first port of call for client issues. Diagnose problems, distinguish between user errors, configuration issues, data issues, and product bugs, resolve what you can, and escalate clearly to the engineering team when needed. 
• Product input: Gather feedback from clients, translate it into clear product and technical requirements, including user stories, acceptance criteria, workflow descriptions, and prioritised issues.,  Act as the client's advocate in internal product discussions while balancing technical feasibility, product roadmap priorities and delivery timelines.
• Product delivery & testing: Work closely with the product/engineering colleagues to prioritise, client deliverables, clarify requirements, test tickets and new functionality, validate fixes, and ensure releases meet client needs before and after deployment.
• Training & documentation: Deliver training sessions for client teams and keep onboarding guides and materials up to date.
• Commercial growth: As you build product knowledge and client trust, support demos, proposals, and new business activity, you can grow into a fuller commercial role over time (if you want).