Flat Rock Technology 🧩
Head of Strategic Accounts
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Head of Strategic Accounts
Location: Within 90 mins commute of London - Remote with Regular Client Travel
Reporting to: Commercial Director
Salary: £50,000 per annum
Bonus: Up to £5,000 performance-related bonus
About Flat Rock Technology
Flat Rock Technology is a leading technology solutions provider delivering software development, managed services, technology consulting, AI solutions, and business process outsourcing (BPO) services to organisations across the UK and internationally.
As we continue to grow, we are looking for an experienced Head of Strategic Accounts to build, strengthen, and expand relationships with our most strategic clients. This is a high-impact role where you will directly influence customer retention, satisfaction, and revenue growth while helping clients achieve their business objectives through technology and outsourcing solutions.
The Opportunity
This is a business critical role, client-facing position focused on growing, retaining, and protecting Flat Rock Technology's most valuable customer relationships.
You will act as a trusted advisor and executive relationship owner for a portfolio of strategic accounts, ensuring customers realise measurable value from our services while identifying opportunities to expand partnerships across software development, managed services, consulting, AI, and BPO solutions.
Success in this role will be measured not only by customer satisfaction and retention, but also by your ability to drive account growth through strategic expansion, cross-selling, and upselling opportunities.
You will work closely with Delivery, Operations, Engineering, Sales, Marketing, and Executive Leadership teams to ensure our clients receive an exceptional experience and continue to view Flat Rock Technology as a long-term strategic partner.
What You'll Be Doing
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.
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Customer Success & Retention
- 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.
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 negotiations and strategic partnership agreements.
- Build and manage a healthy account growth pipeline.
Executive Relationship Management
- 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.
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.
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About You
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.
Desirable Experience
- 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.
Travel
- 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.
Why Join Flat Rock Technology?
- Join a fast-growing international technology business.
- Work with ambitious clients across multiple industries.
- Influence strategic business decisions and customer growth.
- Enjoy significant autonomy and visibility within the organisation.
- Play a key role in shaping long-term customer success and commercial growth.
If you're passionate about building trusted client relationships, driving commercial growth, and helping organisations achieve more through technology, we'd love to hear from you.
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