Technical Account Manager

At Flipdish, we’re turning the tables in favour of independent restaurant and takeaway owners by offering them powerful, simple-to-use tech solutions backed by real human support. Everything we do is designed to make running a restaurant satisfyingly simple in a world that’s anything but.

You’ll join Flipdish’s Success organisation, owning and growing a focused portfolio of restaurant clients while acting as a proactive technical problem solver for the wider team. You’ll partner closely with Strategic Account Management, Customer Support, Product, Sales, and Activations to improve customer satisfaction, retention, product adoption, and commercial growth.

This role blends commercial account ownership with technical curiosity. You’ll be as comfortable discussing business goals, negotiating growth opportunities, and preventing churn as you are investigating customer issues, clarifying root causes, and translating technical context into clear commercial impact.

Success in this role looks like a healthy and growing account portfolio, earlier identification of churn risks, faster and clearer escalation management, and a stronger feedback loop between customers, Success, Support, and Product.

• Own a focused portfolio of restaurant clients; build trusted relationships with key stakeholders and take responsibility for account health, satisfaction, retention, and commercial growth.
• Grow account value through consultative conversations; identify opportunities to increase subscription revenue, net fees, product adoption, and use of relevant Flipdish products and features.
• Monitor customer health, usage, order performance, adoption, and engagement signals; act early on churn risks and optimise each customer’s online ordering, app/web, loyalty, and retention setup.
• Own the Success escalation pipeline into Support and Product; investigate issues, provide clear customer and commercial context, and ensure urgent or complex cases are triaged, prioritised, tracked, and followed through to resolution.
• Act as the technical bridge for the wider Strategic Account Management team; support issues beyond your own portfolio and turn recurring customer pain points into structured feedback, trend reporting, and actionable Product or Support themes.
• Use Salesforce, Looker, Flipdish Portal dashboards, customer health scores, QBRs, and account-performance data to diagnose problems, develop account plans, identify growth opportunities, and report on churn risk, escalation volume, themes, and resolution times.
• Challenge poor decisions and propose better ways of working. Constructive challenge is a responsibility—prioritising harmony over truth or progress is a failure of responsibility.

Within your first three months, you will have:

• Built a strong working knowledge of Flipdish products, tools, customer challenges, and Success processes.
• Taken ownership of a defined account portfolio, established regular contact with key customers, and created clear plans for account health, retention, and growth.
• Identified and acted on meaningful churn risks, product issues, optimisation opportunities, and commercial growth opportunities using customer and performance data.
• Earned the trust of Strategic Account Management, Customer Success, Support, and Product as a reliable technical liaison with strong organisation, documentation, and follow-through.
• Reduced friction between Success, Support, and Product by improving escalation quality, visibility, prioritisation, and communication through to resolution.

You’ll thrive in this role if you:

• Have experience in technical account management, Strategic Account Management, Customer Success, Support, implementation, or a similar customer-facing…