The Keyholding Company
Senior Account Manager
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Job Description
We work with over 90% of the UK's top Facilities Management organisations and core security providers, and hold direct contracts with major retailers, corporate and public sector bodies. Our ambition is to grow further across all of them. Our Senior Account Managers hold the relationships that matter most within that client base.
Reporting to the Director of Client Services, you'll take ownership of our higher-value and more complex accounts. Going beyond day-to-day service to lead commercial renewals, resolve escalated issues, and coach Account Managers on best practice. You give the Director the confidence that our biggest accounts are in safe hands, while building the experience to step into Account Direction yourself.
What you get
- Salary range of £50,000 to £55,000 per annum
- Fulltime, permanent, and flexible working basis (ability to work from home but must have the flexibility to travel into our London Farringdon HQ twice a month for TKC Collaboration days or as/when required)
- Auto-enrolment into our salary sacrifice pension scheme, 24/7 confidential Employee Assistance Program, and a voluntary health cash scheme starting at £1 per week.
- Regular TKC social events and team days
- Opportunity to make a real difference and work alongside people who share a passion for what they do!
Key Accountabilities
Outcomes
- Owns end-to-end delivery for a portfolio of higher-value or more complex accounts, delivering client satisfaction and budgeted revenues.
- Leads commercial renewals and price negotiations for their accounts, working with the Strategic Account Director on pricing strategy for the largest deals.
- Feeds account-level performance, risk and forecast insight into the Director of Client Services wider planning.
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Principle Tasks
- Leads quarterly and annual account reviews for key accounts, presenting commercial and service performance to senior client stakeholders.
- Prepares renewal proposals and negotiates price increases directly with clients, escalating to the Director of Client Services only where sign-off is required.
- Identifies and scopes upsell and cross-sell opportunities, building the business case ahead of Director or Sales involvement.
- Represents TKC at senior client meetings, alongside or in place of the Director of Client Services where appropriate.
- Manages account trackers and monthly invoice checks across the portfolio, flagging risk early.
- Works with Quality and Service Delivery teams to track KPIs and drive continuous improvement on top accounts.
- Supports mobilisation of new complex accounts, ensuring a smooth handover from Sales.
An excellent candidate for this role will be/have
Essential Skills & Qualifications
- Proven track record managing complex or key accounts within customer service management / account management, ideally in the security, FM, or B2B services sector.
- Experience leading commercial contract renewals and negotiating price increases directly with clients.
- Confident, credible communicator able to engage at senior client and stakeholder level.
- Experience coaching or supporting other Account Managers on client engagement and best practice.
- Experience with CRM software (e.g. HubSpot, Salesforce or Zendesk) and MS Office.
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Desirable Skills & Experience
- Experience running client-level P&Ls or 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.
- Credible ambassador, someone senior clients trust and enjoy working with.
- Collaborative, works closely with Sales, Operations, and the Strategic Account Director to deliver for clients.
- Honest communicator, direct with clients and colleagues about risks and opportunities.
- Improvement-oriented, looks for ways to strengthen account processes and client experience
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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