Technical Account Manager

At Flipdish were 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 thats anything but.

Youll join Flipdishs Success organisation owning and growing a focused portfolio of restaurant clients while acting as a proactive technical problem solver for the wider team. Youll 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. Youll 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 customers 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 responsibilityprioritising 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.

Youll thrive in this role if you:

• Have experience in technical account management Strategic Account Management Customer Success Support implementation or a similar customer-facing role.
• Can combine commercial account ownership with strong technical troubleshooting instincts investigating likely root causes before escalating.
• Understand the commercial drivers of retention churn prevention upsell product adoption and account growth.
• Can manage a portfolio of accounts while also helping the wider team resolve urgent or complex technical customer issues.
• Communicate clearly and can translate technical detail into practical customer impact commercial risk and useful context for internal teams.
• Are highly organised with strong documentation habits and consistent follow-through across account actions and escalations.
• Use data confidently to understand customer health diagnose problems prioritise action and make evidence-based recommendations.
• Work effectively across Support Product Sales Activations and Success taking initiative without needing constant direction.
• Stay calm under pressure and take a consultative solution-focused approach with frustrated customers or urgent issues.
• Bring low ego curiosity and a willingness to learn while constructively challenging unclear thinking or ineffective processes.

The following would help you stand out:

• Experience in restaurant hospitality e-commerce payments or hospitality technology.
• Hands-on familiarity with Salesforce Looker customer-health tooling or similar analytics and CRM platforms.
• Experience supporting SaaS implementations integrations product troubleshooting or structured technical escalations.

Were a growing startup and we understand that amazing incentives attract amazing talent. Alongside a competitive salary we offer unparalleled opportunities for career growth. If youre smart ambitious and hard-working well do whatever it takes to make you a Flipdisher!

• Hub model (hybrid): A healthy blend of hub and home working with two days per week from our London Bridge office
• Time off: 25 days annual leave public holidays company days including seasonal Summer Fridays
• Private healthcare: UK cover including Vitality private health insurance
• Pension: UK retirement savings support
• Team connection: Regular team meet-ups and company events
• Wellbeing extras: Bike-to-work and wellness benefits

Heres what you can expect throughout the interview process.

1. Recruiter screening call (1530 minutes)
2. Hiring manager interview (4560 minutes)
3. Competency / technical stage
4. Reference checks

At Flipdish were on the side of independent restaurant and takeaway owners running busy operations on tight margins with rising costs staffing challenges and an increasingly demanding customer base. Our job is to make their lives easier with technology thats powerful satisfyingly simple and backed by real human support.

Our integrated ecosystem spanning online ordering marketing loyalty point of sale menu optimisation and operational automation helps restaurants grow while staying in control. Were an AI-first company and we use it to help our customers get better outcomesfaster ordering smarter marketing and smoother operationsso owners and teams can spend more time on what matters.

Inside the company we value ownership and clarity with a friendly people-led culture behind it. We trust our people to help shape what kind of employer Flipdish is not just follow a script. Transparency is huge for us: we listen to each other and create the space for people to grow with balance rather than burnout. Were focused on impact and team energy not being seen. Youll have meaningful scope work closely with smart people across teams and be trusted to make things better as Flipdish scales.

If youd like to read more about interviewing at Flipdish please check out our Interviewing at Flipdish guide.

We know imposter syndrome can be a thingdont let it be. We want enthusiastic people from all backgrounds. If you feel like youre up for working with us get in touch.

If you need assistance during the hiring process reach outwed love to hear from you.