You will own the managed service: from the moment a contract is signed through to referral, consent, installation, reporting, and ongoing account health. You will also be the bridge between our commercial team and the health and social care sector — helping the business communicate in the right language, build the right relationships, and deliver against contracted SLAs.
This is not a pure account management role and it is not a pure support role. It requires someone who combines genuine care sector expertise with the ability to operate inside a fast-paced commercial startup.
Duties and Responsibilities
Managed Service Delivery
- Own the end-to-end delivery process for new and existing customer accounts — from project scoping through to live deployment
- Proactively contact service users to gain informed consent, address concerns, and book installations
- Manage sensitive conversations around capacity, guardianship, and digital inclusion with empathy and professionalism
- Coordinate installers, ensuring they are properly briefed and that each visit is appropriate for the service user
- Recover and maintain SLA compliance across contracted accounts
Customer Relationships & Trust Building
- Build trusted relationships with frontline staff, team leads, social workers, OTs, and local authority managers
- Navigate the cultural and organisational dynamics of health and social care — including resistance to technology adoption
- Lead on the ongoing account health of key contracts, including our London local authority partnership
- Conduct regular check-ins with customers to understand blockers, gather feedback, and identify expansion opportunities
- Represent the organization at CPD sessions, webinars, and sector events as a credible brand advocate
Internal Contribution
- Act as the voice of the sector internally — helping sales, marketing, and product use correct terminology and content
- Work with the CRO to scope new projects and provide delivery intelligence that informs commercial proposals
- Contribute to the strategic design of the managed service model — including decisions around ARC partnerships, installer hiring, and team structure
- Report on referral volumes, consent rates, installation timelines, and SLA performance to the CEO and
- CRO on a defined cadence
- Feed customer insights into product development
Requirements
- Meaningful experience in health and social care — as a practitioner, technologist, or project lead (not just an adjacent role)
- Proven ability to build trust with frontline care staff, social workers, and local authority professionals
- Experience managing complex, multi-stakeholder projects with sensitive human dimensions
- Strong understanding of consent processes, including capacity and guardianship considerations
- Comfortable in both strategic conversations and hands-on delivery — this role requires both
- Resilient and adaptable — able to pivot when things don't go to plan
Highly Desirable
- Specific experience with technology-enabled care (TEC), assistive technology, or remote monitoring
- Background in or strong familiarity with domiciliary care or local authority commissioning
- Experience presenting to professional audiences or delivering CPD/training
- Familiarity with the challenges of digital inclusion for older adults and people living with dementia
Mindset
- Person-centred by default — you measure success by outcomes for individuals, not just business metrics
- Commercially aware enough to understand that sustainable impact requires a viable business
- A natural communicator who can adapt your register from a service user's kitchen table to a local authority boardroom
- Not precious about job titles or role boundaries — willing to pick up the phone and do what is needed
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- Permanent remote work flexibility
- Paid Time Off
- Health Maintenance Organization (HMO) coverage
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
* Applicable for full-time permanent roles
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
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