Account Executive, Customer Success & Retention (Hybrid)

Elder HQ; Greater London; Híbrido; GBP 31.000 - 38.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Private health insurance

Hybrid office (2 days per week)

Macbook

Cycle-to-work scheme

L&D budget

Commissions

Quarterly socials

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Account management

Phone communication

Data-driven decisions

AI tools (Claude/ChatGPT)

Customer retention

Educación

Experience in customer-facing roles

Herramientas

Salesforce CRM

Descripción del empleo

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.