About the role

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.

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.

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.

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.

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.

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.

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 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.

Account Manager