Account Executive

Elder HQ; Greater London; Hybrid; GBP 31.000 - 38.000; Vollzeit

Benefits dieser Stelle

Health insurance

Private health insurance

Hybrid office (2 days per week)

Macbook

Cycle-to-work scheme

L&D budget

Commissions

Quarterly socials

Zusammenfassung

Elder HQ is hiring an Account Executive to own a portfolio of families from care start, ensuring they are supported and retained. You will make proactive calls, use dashboards and risk scores to prevent churn, and collaborate with Sales to transition families to ongoing care.

The role emphasizes empathy, data-driven decisions, and ownership of outcomes. The position is hybrid, with in-office days on Wednesdays and Thursdays at our London Old Street location.

Qualifikationen

• Track record in account management or customer-facing role with measurable results.
• Comfort making outbound calls daily with a strong phone manner.
• Experience with Salesforce or a comparable CRM.
• Ability to read dashboards and risk scores and act on them.
• Experience using AI tools in day-to-day work.
• Excellent organization and communication.
• Proactive, problem-solving attitude.
• Calm handling of complaints and emotions.
• Understanding of CX impact on retention and revenue.

Aufgaben

• Own a portfolio of families from care start and keep them satisfied.
• Make proactive daily calls to families and carers.
• Use dashboards and risk scores to decide who to call and prevent churn.
• Handle complaints and escalations calmly and resolve them.
• Manage cases in Salesforce with accurate records.
• Use AI tools to triage cases and support retention.
• Promote self-serve tools to families and carers.
• Identify data gaps and suggest improvements to tools and dashboards.
• Collaborate with Sales and other teams to meet Elder's goals.
• Model Elder’s values and contribute to CX team's products.

Kenntnisse

Account management

Phone communication

Data-driven decisions

AI tools (Claude/ChatGPT)

Customer retention

Ausbildung

Experience in customer-facing roles

Tools

Salesforce CRM

Jobbeschreibung

About us

Are you looking to join a talented, diverse team focused on a life-changing mission at one of Europe’s fastest-growing tech scale-ups? If yes, then you are in the right place!

We’re one of the UK’s leading tech companies and have joined FutureFifty 8.0 and been named as one of the Top 50 Startups to work for in 2020

At Elder, our people aren’t just part of a team, they’re part of something bigger. We are a close-knit group on a mission to fundamentally change what it means to grow old.

That starts by helping people live a healthier and happier life in their own homes, with the support of a full‑time live‑in carer. Our unique matching technology pairs those in need with their ideal carer, based on individual requirements and personality.

About the role

As an Account Executive at Elder, you own the relationship with a portfolio of families once their live‑in care has started. You’ll make sure every family feels supported and well looked after, and you’ll stay one step ahead, spotting problems early so they never turn into cancellations.

This is a proactive, phone‑first role. You won’t wait for the phone to ring. You’ll decide each day which families and carers need a call, using dashboards, risk scores and your own judgement, and then pick up the phone. You’ll work closely with our Sales Executives, who hand families over to you when care starts. Your results are measured on churn, response times and the way you work, and there’s a commission scheme linked to churn.

You’ll be speaking with families at an emotional time, so we’re looking for someone with real empathy, who stays calm and kind, and brings energy and drive to every conversation. If you’re a high performer who likes ownership, targets and being measured on outcomes, and you want to do it with heart, this is for you. You may be required to work the occasional weekend and Bank Holiday.

Salary: £34,500 plus a commission scheme averaging around £1,500 a month. Hybrid: Wednesdays and Thursdays at our Old Street office.

This role is for you if you like owning results and making the first call. It isn’t for you if you want to cold‑call new customers for a quota, or to work through an inbox of incoming queries.

What you’ll be doing

• Owning a portfolio of families from the start of care, with keeping them happy and with us as your main measure
• Making proactive calls to families and carers every day, checking in before problems appear and stepping in when a family is thinking of leaving
• Using dashboards, RAG and risk scores and early-warning signals to decide who to call, challenging what the data tells you and acting before customers churn
• Handling complaints, queries and escalations from families and carers calmly, and turning difficult situations around
• Managing your cases in Salesforce and keeping records accurate and up to date
• Using AI tools to triage cases, draft communications and support retention work
• Promoting self‑serve tools to families and carers
• Spotting patterns and gaps in how the team uses data, and suggesting improvements to our tools, dashboards and processes
• Working with Sales Executives and other teams to deliver Elder’s goals, following our processes including HR, safeguarding and finance
• Modelling Elder’s values and contributing feedback to improve the CX team’s role and products

Need to have

• A track record in account management, customer success, retention or a similar customer‑facing role where you were measured on results, and numbers you can talk us through
• Comfort making outbound calls all day, with a strong phone manner
• Working experience of Salesforce or a comparable CRM
• Genuine comfort with data: reading dashboards and risk scores, challenging them and turning them into action
• Experience using AI tools such as Claude or ChatGPT in your day‑to‑day work
• Strong organisation and attention to detail, and strong written and verbal communication
• A proactive, can‑do attitude: you spot the problem before anyone flags it to you
• Confidence handling complaints and difficult, emotional conversations with calm
• An understanding of how customer experience drives retention and revenue

Nice to have

• Experience in the care sector
• Experience in a commission‑driven or target‑driven role

Benefits

We’re a service business, and we know that without the best people, we cannot build the best company, which is why we treat our team very well. We can offer:

• Competitive Salary + Commission Scheme
• 25 days holiday + Bank Holidays + (1 extra day of holiday per year worked for first 5 years) (pro rota)
• 6 weeks work from anywhere in the world
• Private health insurance
• Hybrid office (2 days per week in the office)
• Personal L&D budget
• Sponsored quarterly team and company socials
• Macbook + any particular extras you require
• Cycle‑to‑work scheme
• AND a genuine opportunity to be a very key part of a high‑growth business

Do something you genuinely care about. Join a diverse team of skilled, passionate, and progressive people who like to get on with each other. Work at one of Europe’s fastest-growing scale‑up.

Elderly care represents one of society’s greatest challenges. Are you ready to be part of the solution?

Elder recruits, employs, trains, compensates, and promotes regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected status. We ask for candidates to have the "right to work" in the UK to apply for this job.