B2B Account Manager

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Account Manager (North East)

About Mobilise

Mobilise is a social care tech startup business, and has become the UK's fastest growing online provider of support for the UK's 13.6 million unpaid adult carers (someone who supports a family member or friend due to illness, disability, mental ill health or substance misuse issues). We believe caring for a family member, friend or neighbour should be properly supported so that together we care and thrive.

We've worked with 30+ local authorities and the NHS to find new ways to support carers in their areas. We have ambitious plans to grow the number of clients we work with, so that we can reach more carers and develop new tools.

We're a small but growing team with 18 full and part time members - many of whom have experience of caring. We work remotely, with one day a week working together in London. We are an inclusive employer, valuing diversity and the unique perspectives each individual brings.

We believe passionately in our mission, so we work hard to be ambitious in the change we make. We bring our whole selves to work, we support each other to learn and grow - including through learning from mistakes (and even celebrating them!).

The Role

As Account Manager for the North East, you will be leading the day-to-day contact with a range of stakeholders, building critical relationships for a major new contract across thirteen local authorities. The aims of this role are to:

• Ensure excellent customer experience by making sure customers get the best out of our platform and services,
• To grow and retain our contract through robust, but sensitive, contract management, and
• To help our customers to become advocates for Mobilise through experiencing the best possible service.

This role requires strong communication skills, attention to detail, and the ability to collaborate with various teams to ensure smooth operations. You will report to a senior member of our Partnerships team. There are potential opportunities for progression as we grow and expand.

Responsibilities

• Proactively serve as the lead point of contact for local authority managers (the customer) and other local services
• Build and maintain strong, long-lasting relationships with a wide range of stakeholders in the local authority, and other local organisations
• Maintain accurate and up-to-date customer records, including contact details and correspondence, utilising CRM systems (we use Hubspot)
• Prepare and send reporting documents to customers promptly, ensuring accuracy and attention to detail
• Facilitating customer discussions relating to service performance - dealing with any issues arising, escalating these as necessary
• Assist with client requests, escalating internally where necessary
• Attend and contribute to key external meetings (mostly virtual, e.g. quarterly Carers Partnership Board) in each authority to update on progress and gather feedback and market intelligence
• Coordinate with internal Mobilise teams to gather and compile the necessary information for presentations, customer meetings, and other activities, using project management and collaboration tools
• Collaborate with the marketing team to develop sales materials, presentations, and case studies for customer meetings and promotional activities, utilising design and presentation tools
• Keep up to date with our product and services capabilities and product roadmap and bring innovations to the customer

Skills and experience

Previous experience in a stakeholder management role, preferably within a B2B sales environment. (Working with local authorities or adult social care is an advantage).

• A values-led approach to building strong relationships
• Strong organisational and time management skills, with the ability to multitask and prioritise effectively in a fast-paced environment
• Proficiency in using tech tools and software applications to streamline processes and improve efficiency, such as CRM systems (Hubspot experience an advantage) and both project management and data analytics tools
• Excellent written and verbal communication skills, with the ability to effectively interact with clients and internal stakeholders
• Empathy and understanding towards carers, as it provides valuable skills in relationship-building and empathy in client interactions
• Familiarity with local authorities and their procurement processes in the UK is highly desirable
• Self-motivated and able to work independently with minimal supervision, while also being a team player
• Flexibility to adapt to changing priorities and business needs

If you are a tech-savvy and highly organised individual with a passion for customer relationship management, we would love to hear from you. Join our dynamic team and contribute to the growth and success of our organisation while enjoying the flexibility of remote work.

Benefits & Terms

Location:

We are seeking a candidate who is based in the South East, attending our London office on a weekly basis, with occasional in-person meetings in the North East.

Salary: £33-40k p.a.

Hours: Full or Part Time (Happy to discuss 0.8 of a full time equivalent)

Holidays: 25 days per year and public holidays (pro rata for those working part time), plus your birthday.

Working pattern: Typically 9am-5pm, Monday to Friday, UK time.

Contract: Permanent

Technology: A laptop will be provided, you will need to have a reliable internet connection

Pension: 4% employer pension contribution

Private medical cover: Optional cover available for employee

Employee share options: An opportunity to share in the success of the business

Training and development:

As a team working collaboratively together we learn a lot from each other each day. Reviewing personal development is part of our regular assessment process and we make good use of our wider networks and training budget to provide ongoing learning opportunities.

As a socially impactful startup, Mobilise employees are able to see the benefit of their work on the lives of individual carers every day.

How to apply

Click "Apply for This Job" at the top of this page. You will need to enter your contact details, upload a one page cover letter and CV and answer three short questions. We encourage applications from people of all backgrounds, including those with disabilities or from minority groups.

Agencies: We do not work with recruiters. Please do not get in touch.

The process

• First interview will be by video call
• Second interview with James Townsend (CEO & Founder)
• Final interview will be held by with James Townsend and Suzanne Bourne (Co-Founder & Head of Carer Support)
• If you have any questions please email james@mobiliseonline.co.uk

Mobilise is an equal opportunities employer, and we are committed to providing an inclusive, supportive and diverse work environment. We welcome and encourage applications from individuals of all backgrounds.