- 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.
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