At a Glance
- Tasks: Lead strategic account management and drive customer success for high-growth clients.
- Company: Join a dynamic tech company focused on innovation and client relationships.
- Benefits: Competitive salary, travel opportunities, and a chance to shape customer experiences.
- Other info: Opportunity for career growth in a collaborative and supportive environment.
- Why this job: Make a real impact by building long-term relationships with C-suite executives.
- Qualifications: 5+ years in account management with strong relationship-building skills.
The predicted salary is between 70000 - 90000 £ per year.
Main responsibilities
- 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.
- 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.
Requirements
- 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.
Head of Customer Success employer: Flat Rock Technology ?
At Flat Rock Technology, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As the Head of Customer Success, you will have the opportunity to build meaningful relationships with senior stakeholders while driving customer satisfaction and account growth in a dynamic environment. Our commitment to employee development, coupled with the chance to work with cutting-edge technology solutions, makes this role not just a job, but a rewarding career path.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Flat Rock Technology ?. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Flat Rock Technology ? before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Flat Rock Technology ?:Your cover letter is your chance to shine! Tell us why you want to work at Flat Rock Technology ? specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Flat Rock Technology ?!
How to prepare for a job interview at Flat Rock Technology ?
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
