Account Executive

Elder; Greater London; Hybrid; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Competitive salary + Commission scheme

25 days holiday + bank holidays

6 weeks work from anywhere in the世界

Private health insurance

Hybrid office (2 days per week)

Personal L&D budget

Sponsored quarterly team socials

Macbook + extras

Cycle-to-work scheme

Job summary

Elder is looking for an Account Executive to own a portfolio of families from the start of care, ensuring they feel supported and less likely to churn. You’ll proactively call families and carers, using dashboards and risk scores to decide who to contact, and collaborate with Sales Executives when care starts.

You’ll operate in a phone-first, outcomes-driven role, with empathy, energy and ownership. Hybrid working with an Old Street office presence.

Qualifications

• Track record in account management, customer success or retention with measurable results.
• Comfort making outbound calls all day with a strong phone manner.
• Experience with Salesforce or a comparable CRM.
• Familiarity with dashboards and risk scores and turning data into actions.
• Experience using AI tools such as Claude or ChatGPT in daily work.
• Strong organisation, attention to detail and communication.
• Proactive, can-do attitude spotting problems early.
• Confident handling complaints and emotional conversations.
• Understanding of how CX drives retention and revenue.
• Nice to have experience in a care setting or commission-driven roles.

Responsibilities

• Own a portfolio of families from the start of care and keep them happy as the main measure.
• Make proactive calls to families and carers every day before problems appear.
• Use dashboards, risk scores and early-warning signals to decide who to call.
• Handle complaints calmly and turn difficult situations around.
• Manage cases in Salesforce and keep records accurate and up to date.
• Use AI tools to triage cases and support retention work.
• Promote self-serve tools to families and carers.
• Spot patterns and suggest improvements to tools, dashboards and processes.
• Work with Sales Executives and other teams to deliver Elder’s goals.
• Model Elder’s values and contribute to CX team improvements.

Skills

Account management

Outbound calls

Data literacy

Problem solving

Customer empathy

Proactive attitude

Communication skills

Tools

Salesforce

AI tools

Dashboards

Job description

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 beend 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.