Account Manager

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.