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. 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.