Head of Strategic Client Partnerships

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. 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.