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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