Senior Strategic Account Manager

• Retention and Upselling: Take ownership of a portfolio of high-value and complex accounts across Ireland, 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 optimisation, 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
• Leadership & Mentorship: Mentor junior team members, contribute to CS processes, playbooks and best practices and support scaling efforts and continuous improvement initiatives

• 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
• 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
• Clean driving license and ability to meet with clients when needed

Prior experience working with SaaS products, particularly in the online ordering and restaurant point-of-sale space, is preferred

• 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 and Ireland based employees
• Team meet-ups and social events