Main responsibilities
Strategic Account Management
- Own and develop a portfolio of strategic and high-growth client accounts.
- Build long-term relationships with senior stakeholders, decision-makers, and executive sponsors.
- Develop and execute account growth strategies aligned to customer business objectives.
- Conduct regular business reviews, account planning sessions, and strategic roadmap discussions.
- Understand client priorities, challenges, risks, and future initiatives.
- Create and maintain strategic account plans that identify growth opportunities and risk mitigation strategies.
Customer Success & Retention
- Act as the primary escalation point for strategic accounts.
- Drive customer satisfaction and continuous improvement initiatives.
- Monitor customer health, engagement levels, and service performance.
- Proactively identify and address risks to retention.
- Ensure delivery teams remain aligned to client expectations and contractual commitments.
- Lead contract renewals and long-term partnership planning.
Revenue Growth & Expansion
- Own account growth targets across your customer portfolio.
- Identify, qualify, and develop expansion opportunities within existing accounts.
- Drive cross-sell and upsell initiatives across Flat Rock's full service offering.
- Collaborate with Sales, Solutions, and Delivery teams to convert opportunities into revenue.
- Support commercial negotiations and strategic partnership agreements.
- Build and manage a healthy account growth pipeline.
Executive Relationship Management
- Build trusted relationships with C-suite executives and senior business leaders.
- Act as a strategic advisor on technology, operational, and business challenges.
- Represent Flat Rock Technology at executive meetings, client workshops, and industry events.
- Facilitate governance meetings, strategic reviews, and executive reporting.
Leadership & Collaboration
- Partner with Delivery, Operations, Engineering, Consulting, and BPO teams to ensure client success.
- Champion the voice of the customer throughout the organisation.
- Coordinate internal resources to resolve issues and deliver outcomes.
- Support ongoing improvements to customer experience and account management processes.
Requirements
Essential Experience
- 5+ years' experience in Strategic Account Management, Customer Success, Client Success, or Enterprise Account Management.
- Proven experience managing and growing enterprise-level customer relationships.
- Demonstrated success increasing customer retention, satisfaction, and account revenue.
- Strong executive stakeholder management skills.
- Experience within one or more of the following sectors:
- SaaS
- Technology Services
- Managed Services
- IT Outsourcing
- Software Development
- BPO
- Consulting Services
- Commercially astute with experience supporting renewals and commercial negotiations.
- Excellent communication, presentation, and relationship-building skills.
- Strong analytical, strategic thinking, and problem-solving capabilities.
Desirable Experience
- Experience working within offshore, nearshore, or global delivery environments.
- Experience managing accounts worth £500k+ annually.
- Knowledge of CRM platforms such as HubSpot or Salesforce.
- Understanding of software engineering, cloud technologies, AI solutions, managed services, or outsourcing models.
- Experience leading customer growth and expansion programmes.
Travel
- Regular travel across the UK for client meetings, business reviews, and workshops.
- Occasional international travel to customer locations and Flat Rock offices.
- Flexibility to travel as required to support strategic accounts and growth opportunities.
