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.