Stadia Utilities
Senior Management Lead
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Purpose of the Role
The Senior Manager of the Key Client Management Team will be responsible for overseeing key client relationships, ensuring seamless service delivery, proactive issue resolution, and consistent value generation. This leadership role is responsible for directing the account management function, providing strategic guidance through the team manager, and working closely with operations, commercial, and technical teams to ensure service delivery aligns with client needs and expectations.
Key Responsibilities
Leadership & Strategic Oversight
- Lead, coach, and develop the Account Management team to exceed performance and satisfaction metrics.
- Develop and execute the account management strategy aligned with Stadia Utilities’ business goals.
- Work cross-functionally to ensure account planning, service delivery, and client communications are aligned and consistent.
Client Relationship Management
- Act as the senior point of contact for high-value clients, ensuring their needs are met and expectations exceeded.
- Lead quarterly business reviews (QBRs), portfolio performance reviews, and utility spend reporting for key clients.
- Build long-term relationships with senior stakeholders in property management firms, landlord and asset management groups.
Operational Excellence
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- Monitor and enhance service delivery across utility billing, onboarding/offboarding, tenant queries, and sustainability reporting.
- Ensure SLAs, compliance standards, and industry regulations are consistently met.
- Manage escalations and proactively mitigate service risks or disruptions.
Growth & Retention
- Identify upsell and cross-sell opportunities (e.g., additional utility services, sustainability consulting, metering solutions).
- Partner with SLT to support tender responses, proposal creation, and contract renewals.
- Monitor client health metrics and intervene when risk indicators arise.
Team Management
- Recruit, train, and lead a high-performing account management team.
- Set KPIs, conduct regular performance reviews, and implement structured development plans.
- Foster a culture of collaboration, service excellence, and continuous improvement.
Commercial Awareness
- Demonstrate strong commercial awareness by understanding client contracts, pricing structures, and service level commitments.
- Monitor account profitability, identifying areas to improve margins while maintaining service quality.
- Collaborate with the Commercial team to support pricing strategies, contract renewals, and new business proposals.
- Use data and insights to spot trends, forecast risks, and recommend commercially viable solutions.
- Ensure all account activities align with broader business objectives, driving sustainable growth and client retention.
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Required Skills & Experience
- 7+ years of client-facing experience in utilities, property management, facilities management, or a B2B service environment.
- 3+ years leading account management or client success teams.
- Deep understanding of the utility lifecycle (metering, billing, procurement, compliance) in a property management context.
- Strong commercial acumen and experience managing large client portfolios and contract values.
- Excellent communication, negotiation, and stakeholder management skills.
- Proficiency with CRM and client reporting platforms (Salesforce, HubSpot, etc.).
- A proactive, data-driven, and solution-oriented mindset.
Qualifications
- Degree in Marketing, Business, Communications, or a related field (or equivalent experience).
- Relevant professional certifications (e.g., CIM, Digital Marketing) are a plus.
What We Offer
- Competitive salary
- Hybrid working
- 25 days annual leave, plus public holidays
- Paid birthday leave
- Health and wellness benefits
- Career development and training opportunities
- The chance to shape the brand of a purpose-driven, future-focused utility service provider
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