About the role
Main responsibilities
Account Management
* Own and develop an assigned portfolio of client accounts. * Build strong, long-term relationships with key stakeholders and decision-makers. * Develop account plans aligned to customer objectives and agreed growth opportunities. * Conduct regular business reviews, account planning sessions and customer discussions. * Understand client priorities, challenges, risks and future requirements. * Maintain account plans that identify opportunities for growth, retention and risk mitigation. * Take ownership of increasingly complex client relationships as experience, account requirements and the portfolio develop.
Customer Success & Retention
* Act as the primary escalation point for Client 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 discussions, proposals and contract negotiations relating to account growth and renewal opportunities. * Build and manage a healthy account growth pipeline.
Stakeholder Relationship Management
* Build trusted relationships with relevant client stakeholders, including senior business leaders and executive sponsors where appropriate. * Develop a strong understanding of customer technology, operational and business challenges and connect these with relevant Flat Rock Technology capabilities. * Represent Flat Rock Technology at client meetings, workshops and relevant industry events. * Facilitate customer governance meetings, business reviews and account reporting as appropriate.
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
* Demonstrable experience in Account Management, Customer Success, Client Success or a comparable customer-facing commercial role. * Proven experience managing and developing customer relationships. * Demonstrated success supporting customer retention, satisfaction and account growth. * Strong stakeholder management skills, with confidence engaging senior decision-makers. * Commercially astute, with experience supporting renewals, growth opportunities and commercial discussions. * Excellent communication, presentation and relationship-building skills. * Strong analytical thinking and problem-solving capabilities.
Desirable Experience
* Experience working within offshore, nearshore or global delivery environments. * Experience managing complex B2B customer relationships and multi-service accounts. * Knowledge of CRM platforms such as HubSpot or Salesforce. * Understanding of software engineering, cloud technologies, AI solutions, managed services or outsourcing models. * Experience identifying and developing customer growth and expansion opportunities.
Travel
* 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 Client accounts and growth opportunities.