The Keyholding Company
Security Account Manager
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Role Overview
We are a digitally transformed, tech-enabled security services company with an innovative digital service. We strive to make a real difference to the safety and security of our clients by helping them make intelligent decisions based on insightful data. We're working with 93% of the UK's top Facilities Management companies, and our Account Managers are the lead point of contact for the clients within that base.
Key Responsibilities
Reporting to the Director of Client Services, you own a portfolio of accounts end to end - keeping service on track, leading renewals and price negotiations, and spotting where we can grow. Working closely with internal teams and Service Partners, you build rapport with your clients and make sure their needs are met, so they get exceptional service every time.
Benefits
- Salary: £45,000 to £50,000 per annum (DOE)
- Working Basis: Full-time, permanent, and flexible (can WFH but must have the flexibility to travel into our London Offices weekly/fortnightly for collaboration days and UK travel when required)
- Pension: Auto-enrolment into our salary sacrifice pension scheme
- Employee Assistance Program: 24/7 confidential program
- Health Cash Scheme: Voluntary scheme starting at £1 per week
- Social Events: Regular TKC social events and team days
- Impact: Opportunity to make a real difference and work alongside people who share a passion for what they do!
Your Role
Outcomes
- Owns end-to-end delivery for a portfolio of accounts, delivering client satisfaction and budgeted revenues.
- Leads commercial renewals and price negotiations for their accounts, with liaison and guidance from the Director of Client Services where necessary.
- Feeds account-level performance, risk, and forecast insight into overall planning.
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Principal Tasks
- Builds solid, trusting relationships with clients, taking time to understand what matters most to them.
- Acts as the escalation point for key client enquiries, issues, and complaints.
- Leads quarterly and annual account reviews for key accounts, presenting commercial and service performance to client stakeholders.
- Prepares renewal proposals and negotiates price increases directly with clients, liaising with the Director of Client Services for guidance where necessary.
- Identifies and scopes upsell and cross-sell opportunities, building the business case ahead of Director or Sales involvement.
- Represents TKC at client meetings.
- Manages and updates the client account tracker and completes monthly client invoice checks, flagging risk early.
- Works with Quality and Service Delivery teams to track KPIs on key accounts.
- Makes sure client mobilisations and sales are prioritised and meet SLAs.
- Analyses client data to anticipate key account changes and propose improvements.
- Supports strategy by championing new products and initiatives.
- Keeps communication between clients and internal teams seamless.
- Identifies, coordinates, and takes part in continuous improvement initiatives.
- Upholds TKC's values in every client meeting and communication.
Qualifications
Essential Skills & Qualifications
- Experience in customer service management / account management roles, ideally in the security, FM, or B2B services sector.
- Evidence of strong operational experience and knowledge.
- Great client-facing skills and an ability to build rapport and trust.
- Excellent people and communication skills (written and verbal), with strong listening and presentation abilities.
- Experience delivering client-focused solutions to customer needs.
- Strong organisational skills, confident at prioritising and delegating, with evidence of attention to detail.
- Experience with CRM software (e.g. HubSpot, Salesforce or Zendesk) and MS Office.
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Desirable Skills & Experience
- Experience of commercial contract renewals or negotiating price increases with clients.
- Experience of account profitability analysis.
- Familiarity with digital transformation or tech-enabled service propositions.
- Experience within the security, keyholding, or facilities management sectors.
Behavioural Competencies
- Ownership mindset, takes accountability for account outcomes end to end.
- Relationship builder, excellent customer relationship, influencing and interpersonal skills.
- Calm under pressure, stays patient and resolves issues in challenging situations.
- Collaborative, works closely with Sales, Operations, and the Director of Client Services to deliver for clients.
- Honest communicator, direct with clients and colleagues about risks and opportunities.
- Self-motivated, a can-do attitude, high levels of determination, and confident making quick decisions.
- Improvement-oriented, looks for ways to strengthen account processes and client experience.
Equity, Diversity, and Inclusion
Equity, Diversity, and Inclusion matters to us. We are keen to hear from candidates from a broad range of backgrounds and experiences and are excited about learning from you, as much as we know you can learn from us.
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