Enterprise Account Manager

Role Summary

The Enterprise Account Manager plays a critical role in managing the relationship between Flat Rock Technology (FRT) and our key client accounts across the globe. You will act as the main point of contact and a trusted advisor for senior stakeholders, ensuring operational stability, driving continuous improvement, and identifying opportunities for mutual success. This role operates within a fast-paced commercial environment, requiring a proactive, sales-minded approach where customer service and strong client relationships are paramount to achieving retention and growth objectives. The core objective is to deliver "Puzzle-Perfect Solutions: On Time, Quality and Budget," thereby exceeding expectations.

Key Responsibilities

Strategic Relationship & Stakeholder Management

• Build and maintain strong relationships with client stakeholders and points of contact, including Product Managers, IT Directors and Executives.
• Act as the primary relationship owner for all assigned key clients, managing expectations and fostering two-way communication to understand client challenges.
• Conduct regular client syncs (monthly or biweekly, depending on account size) and deliver structured Quarterly Business Reviews (QBRs) with comprehensive data insights.
• Ensure necessary internal stakeholders are fully updated with client context and expectations, minimizing internal escalations.

Commercial Growth and Opportunity Generation

• Actively contribute to revenue growth by aligning service expansion with client strategic goals.
• Identify and qualify upsell or cross-sell opportunities within the client portfolio.
• Play a key role in contract renewal discussions, initiating these at least 60 days before the contract anniversary.
• Support contract negotiations and upselling/cross-selling efforts in collaboration with the sales team.
• Achievement of annual rate reviews within the customer portfolio

Service Delivery and Performance Reporting

• Monitor performance metrics (such as FTE utilization, efficiency, productivity, and accuracy) to ensure the FRT team meets or exceeds client expectations.
• Ensure services are delivered according to agreed-upon Service Level Agreements (SLAs), maintaining compliance of ≥ 95% on agreed KPIs.
• Prepare and share reports and performance dashboards that highlight key metrics, trends, and insights to the client and internal leadership.
• Conduct internal monthly performance reviews and implement corrective actions for any underperforming accounts within 10 working days.

Continuous Improvement and Issue Resolution

• Take ownership of addressing issues or challenges promptly and effectively when they arise during service delivery.
• Respond to client escalations within 2 business days, sharing the root cause and mitigation strategies.
• Work closely with the client to identify areas for process improvement, cost savings, and operational efficiency.
• Lead the launch of a minimum of 2 measurable optimization initiatives per account per year.

Key Performance Indicators (KPIs)

Success in this role will be measured against the following metrics:

• Client retention and SLA compliance ≥ 95%.
• SAT score ≥ 4.5/5 via quarterly surveys.
• Upsell/cross-sell opportunities identified quarterly.
• Achieving ≥ 25% YoY increase in active roles per account (where applicable).
• 100% of escalations addressed within 2 business days.
• Delivery of structured QBRs for 100% of accounts.

Required Skills & Experience

• Proven experience in account management or customer success within a service environment (e.g., BPO, Staff augmentation, Outsourcing or Software Engineering services)
• Willingness to travel internationally to client site
• Working within a global client remit requires the flexibility and availability to respond to clients across multiple time zones
• Demonstrable ability to manage senior client stakeholders and executives
• Strong commercial acumen and a results-driven focus on identifying, qualifying, and generating expansion opportunities
• Excellent communication skills (both written and verbal) and demonstrable expertise in report writing, preparing performance dashboards, and presenting data insights to clients
• A proactive and collaborative approach, with the ability to work effectively with internal teams (HR, Software, PMs, Marketing).
• Experience in defining and implementing process improvement or optimization strategies.
• High proficiency in the English language.
• Having worked within global teams will give you an advantage

Privacy statement

If this sounds like your next step in your career, apply now by sending your CV in English

By submitting your application you agree that FRT will use your personal data for recruitment purposes only. All documents will be treated in the strictest confidentiality.

Only short-listed candidates will be invited for an interview.

We are looking forward to meeting you