Account executive in live-in care

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.

• 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

• 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
• Будет плюсом: Experience in the care sector; Experience in a commission-driven or target-driven role

• 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.
• 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