[Hiring] Account Manager @Flatrock

Role Description

• 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.

Qualifications

• 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.

Requirements

• 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 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.

Company Description

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