Account Manager

About this role

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.