Account Manager (Mandarin Fluency)

United Kingdom - London Hub (Hybrid)

About this role

As we embark on a phase of rapid growth, we are seeking a dynamic and experienced Mandarin speaking individual to join our Strategic Account Management team at Flipdish. This role presents an exciting opportunity to drive revenue growth, enhance customer satisfaction, and foster long-term partnerships with our valued clients including an enterprise book of business. The ideal candidate will possess a strategic mindset, a passion for customer success, and the ability to collaborate effectively across cross-functional teams. English and Mandarin fluency is mandatory for this role.

Key Responsibilities

• Retention and Upselling: Take ownership of a portfolio of restaurant clients in the UK, focusing on retention strategies and identifying opportunities to upsell additional Flipdish products and services. Collaborate closely with the Activations and Sales teams to ensure seamless onboarding and accelerated growth for new accounts.
• Churn Prevention and Account Optimisation: Proactively monitor customer health scores and identify potential churn risks. Develop and implement strategies to mitigate churn and optimise customer satisfaction through product adoption, feature optimization, and effective case management.
• Cross-Functional Collaboration: Work closely with teams including Product, Support, and Sales teams to advocate for customer needs, drive product enhancements, and ensure timely resolution of customer issues.
• Data-Driven Decision Making: Utilise data analytics and insights to inform strategic decision-making, track performance metrics, and identify areas for improvement. Leverage data to develop personalised customer engagement strategies and drive measurable outcomes.
• Revenue Expansion and Account Growth: Drive revenue growth within existing accounts by identifying opportunities for feature expansion, cross-selling of partner products, and strategic account planning. Develop and execute tailored account growth strategies to maximise customer lifetime value and revenue potential.
• Client Relationship Management: Cultivate strong, long-lasting relationships with key stakeholders within client organisations. Serve as a trusted advisor to clients, understanding their business goals, challenges, and pain points. Effectively communicate Flipdish’s value proposition and demonstrate ROI to drive client satisfaction and loyalty.

What we’re looking for

• Demonstrated experience in strategic account management, customer success, or sales roles, with a track record of minimising customer churn and driving revenue growth within a large book of business, including enterprise accounts.
• Strong analytical skills and ability to leverage data to drive insights and inform decision-making.
• Proven ability to collaborate effectively across cross-functional teams.
• At least 2 years of experience within the hospitality industry, managing accounts ranging from single location to multi-site locations and enterprise accounts.
• Experience communicating with different levels of stakeholders, from operational teams to senior management, ensuring alignment and understanding of key objectives.
• Excellent communication and presentation skills, with the ability to articulate complex concepts and ideas to both internal and external audiences.
• Passion for the hospitality industry and understanding of its unique challenges and dynamics.
• Results-oriented mindset, with a focus on delivering measurable outcomes and exceeding targets.
• Prior experience working with SaaS products, particularly in the online ordering and restaurant point-of-sale space, is preferred.

What you get

• We’re a growing startup and we understand that amazing incentives will attract amazing talent. As well as the perks, we provide unparalleled opportunities for career growth.
• Hub model - we encourage a healthy blend of hub & home working.
• 25 days holidays per year and plenty of company get togethers!
• Healthcare coverage for UK, Ireland, and US based employees.
• Team meet-ups and social events.

We’re Flipdish, an Irish unicorn (valued at over $1bn), serving independent restaurants in a world transformed by tech. No matter how fast Flipdish has grown, we’ve evolved around our customers and their needs. We’re not just an end-to-end ecosystem of technology, but a team committed to supporting people in the food industry. We go to great lengths to understand our customers. We’re food industry natives. We’ve worked in busy kitchens and run busy restaurant franchises. We don’t just help our customers deal with real life problems, we give them a way of competing with the big chains, growing on their own terms, and falling back in love with what they do.

At this point, you might expect the usual spiel about how great a place Flipdish is to work at and how great our work culture is. But, this all depends on our employees. And that’s because we trust our employees to define what sort of an employer Flipdish is. Transparency is hugely important to us. We listen to one another. We collaborate. And we give everyone a way to grow their careers through a supportive environment. We’re a company that values diversity, inclusion, and wellbeing as standard. We believe in balance, not burnout. And all permanent employees qualify for our share scheme because we share our success. We certainly encourage flexibility where possible and combine this with beautiful offices in bustling cities like London, Dublin & Karachi. We’re focused on getting the most out of our time together, output and team energy is at the heart of our hub based philosophy - not an attendance ticking exercise!

So, if you want to join a genuinely friendly team, take a look at our current openings and get in touch. And if you don’t see an opening just yet, do get in touch and register your interest with us anyway. We’ll be in touch as soon as something suitable opens up. Don’t be shy. Apply.

We know that imposter syndrome can be a thing. Don’t let it be. We want enthusiastic people from all backgrounds. If you feel like you’re up for working with us, get in touch. We also understand neurodivergent candidates might need assistance. That’s not a problem in the slightest. Just reach out to us, we’d love to hear from you.