Key Account Manager

Role Summary

This role focuses on customer retention, relationship management, and sustainable growth across a portfolio of large, regulated-sector clients. The successful candidate will be an experienced Strategic Account Manager with a strong background in SaaS, digital workflow, and digitisation solutions, capable of engaging confidently with senior stakeholders and protecting and growing existing revenue streams.

You will manage complex customer accounts where service delivery, commercial management, stakeholder engagement, and operational oversight are key to success.

Key Responsibilities

Customer Management

• Build and maintain strong relationships with senior stakeholders.
• Drive customer retention and long-term account growth.
• Proactively manage risks, issues, and escalations.

Account & Commercial Management

• Develop and maintain strategic account plans.
• Lead contract renewals, negotiations, and commercial discussions.
• Ensure accurate forecasting, CRM updates, and account reporting.

Growth & Solutions

• Identify opportunities for digital, workflow, and digitisation solutions within existing accounts.
• Work closely with Solutions and Pre-Sales teams on customer proposals.
• Promote sustainable, profitable growth across accounts.

Service & Internal Coordination

• Act as the main escalation point for customer issues.
• Coordinate internal teams to ensure service delivery and contractual commitments are achieved.
• Represent customer needs internally and drive accountability.

Experience Required

• Proven experience in Strategic or Key Account Management within SaaS, IT, digital, or technical solutions environments.
• Experience managing complex, high-value customer accounts.
• Strong commercial negotiation and customer retention experience.
• Understanding of Microsoft technology environments including .NET, SQL Server, cloud technologies, Agile, and Waterfall methodologies.
• Experience working with regulated sectors such as financial services, legal, insurance, or healthcare.
• Confident managing senior and executive stakeholder relationships.

Skills & Technical Capability

• Strong communication, presentation, and negotiation skills.
• Organised, commercially focused, and solutions-driven approach.
• Ability to work cross-functionally and influence stakeholders.
• Strong understanding of SaaS, digital workflow, and digitisation solutions.
• Proficient in CRM systems and Microsoft Office applications.