Technical Account Manager

Flipdish is dedicated to empowering independent restaurant and takeaway owners by providing them with intuitive technology solutions supported by genuine human assistance. Our mission is to simplify the complexities of running a restaurant in today’s fast-paced environment. As part of the Success team, you will manage and grow a focused portfolio of restaurant clients while serving as a proactive technical problem solver for the broader organisation. Collaborating closely with Strategic Account Management, Customer Support, Product, Sales, and Activations teams, your goal will be to enhance customer satisfaction, retention, product adoption, and commercial growth. This role uniquely combines commercial account management with technical insight, requiring you to balance business discussions and growth negotiations with troubleshooting and translating technical issues into clear business impacts.

Key Responsibilities
- Own and nurture a portfolio of restaurant clients, building trusted relationships with key stakeholders and ensuring account health, satisfaction, retention, and growth.
- Drive account value through consultative conversations, identifying opportunities to increase subscription revenue, net fees, product adoption, and usage of Flipdish’s offerings.
- Monitor customer health indicators such as usage, order performance, and engagement to proactively address churn risks and optimise online ordering, app/web, loyalty, and retention setups.
- Manage the Success escalation pipeline by investigating issues, providing clear customer and commercial context, and ensuring urgent or complex cases are prioritised and resolved efficiently.
- Act as a technical liaison for the Strategic Account Management team, supporting issues beyond your portfolio and converting recurring customer challenges into structured feedback and actionable insights for Product and Support teams.
- Utilise Salesforce, Looker, Flipdish Portal dashboards, customer health scores, QBRs, and account data to diagnose problems, develop account plans, identify growth opportunities, and report on churn risks and escalation trends.
- Challenge ineffective decisions and processes constructively, prioritising progress and truth over harmony when necessary.

Required Qualifications
- Experience in technical account management, Strategic Account Management, Customer Success, Support, implementation, or similar customer-facing roles.
- Ability to combine commercial account ownership with strong technical troubleshooting skills, investigating root causes before escalating.
- Understanding of commercial drivers such as retention, churn prevention, upselling, product adoption, and account growth.
- Capability to manage a portfolio of accounts while assisting the wider team with urgent or complex technical issues.
- Clear communication skills, able to translate technical details into practical customer impact and commercial context for internal teams.
- Highly organised with strong documentation habits and consistent follow-through on account actions and escalations.
- Proficient in using data to assess customer health, diagnose problems, prioritise actions, and make evidence-based recommendations.
- Effective collaborator across Support, Product, Sales, Activations, and Success teams, taking initiative independently.
- Calm under pressure with a consultative, solution-focused approach when dealing with frustrated customers or urgent issues.
- Low ego, curious, eager to learn, and willing to challenge unclear thinking or ineffective processes constructively.

Preferred Qualifications and Benefits
- Experience in the restaurant, hospitality, e-commerce, payments, or hospitality technology sectors.
- Hands-on familiarity with Salesforce, Looker, customer health tools, or similar analytics and CRM platforms.
- Experience supporting SaaS implementations, integrations, product troubleshooting, or structured technical escalations.

Benefits include:
- 24 days annual leave plus public holidays and company days (e.g., summer Fridays and seasonal breaks).
- Private healthcare covering outpatient and inpatient services.
- Company-provided transport with pick-and-drop service.
- Quarterly team meet-ups and company events to foster connection.

At Flipdish, we champion independent restaurant owners facing tight margins, staffing challenges, and rising costs by delivering technology that is powerful yet simple, supported by real people. Our integrated ecosystem covers online ordering, marketing, loyalty, point of sale, menu optimisation, and operational automation, helping restaurants grow while maintaining control. As an AI-first company, we leverage technology to drive faster ordering, smarter marketing, and smoother operations.

We value ownership, clarity, and a friendly, people-led culture. Transparency and trust are core to our environment, encouraging growth, balance, and meaningful impact over visibility. You will work alongside talented colleagues and be empowered to improve processes as Flipdish scales.

If you are enthusiastic and ready to contribute, we encourage you to apply. We welcome applicants from all backgrounds and are committed to supporting you throughout the hiring process.