We are recruiting for a Service Key Account Manager to grow our Key Accounts. They will be responsible for profit and loss performance of the service contracts under their remit.

Key Responsibilities/Accountabilities

  • Developing a solid and trusting relationship between key account customers and the company
  • Working with existing key account customers on a commercial and operational level and develop/optimise revenue and performance opportunities with these customers where possible
  • Developing, implementing, and managing appropriate technology upgrade programs with existing key account customers
  • Development and implementation of strategic account plans
  • Securing and managing tender opportunities and negotiation of contracts
  • Managing the scope of each contract and obtaining agreement with each client where services are to be provided outside of scope and at what cost
  • Collaborating with the new installation Key Account team to maximize growth with customers
  • Managing communications between Key Account customers and internal teams
  • To monitor, action, and ensure adherence to customer SLA/KPIs
  • To report to the Service Director on a monthly basis, the operational and financial performance of each contract
  • To effectively solve problems to satisfactory conclusion
  • To act as an escalation point for Key Account customer related issues
  • To be responsible for the development and provision of a high standard of customer communication
  • To support other members of the Key Accounts team when required


  • Previous experience as a field based Key Account Manager essential
  • Demonstrable experience in bidding, negotiating, mobilization, and management of Key Account contracts
  • Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
  • High attention to detail
  • Ability to work to tight timescales and under pressure
  • Able to take initiative and be self-driven
  • Clear and concise verbal communicator
  • Customer focused
  • IT literate with a good knowledge of the MS Office suite of packages (Excel, Word, Outlook)
  • A team player that can work well with others

Flexibility Required

  • Will be expected to travel UK wide on a regular basis which may include overnight stays

Key Performance Indicators

  • New Key Account Customer Growth
  • Performance of Key Account contracts in line with expected revenue and profitability
  • Effectiveness against Key Account Customer SLA’s & KPI’s
  • Other targets set by the Service Director
  • Key Account Customer retention