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AI Summary
You will own and develop a portfolio of strategic client accounts, building long-term relationships with C-suite executives to drive growth and retention. You will also collaborate with internal teams to ensure service delivery excellence and lead commercial negotiations for renewals and expansions.
Main responsibilities
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.
- 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.
- 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.
- 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.
- 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- 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.
- 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.
- Regular 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.
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