Key Account Manager

The Key Account Manager is responsible for driving revenue across a defined region with defined Key Accounts. This role is high-impact with the focus on building relationships, retention, and growth of the company's key accounts within the Fire & Security sector. This role supports the development of client relationships, commercial performance, and service excellence across the key accounts, ensuring the development of long-term partnerships, compliance, and best in class delivery. The position blends system knowledge within both the fire and security sector, sales, service planning, customer service and operational oversight, driving a customer-centric culture that differentiates the business in a highly regulated industry. They will play a key part in strengthening our footprint with both new and existing key customers.

Responsibilities

Develop and execute a client strategy introducing all our Key Accounts to all work streams Mitie can offer; Lead increased engagement with Key Accounts, with the intention that Key are developed into National Accounts; The main point of contact for our Key Accounts, ensuring retention, satisfaction, and continuous improvement; Conduct regular client reviews, ensuring SLA adherence, compliance, risk management, and contract renewal readiness; Review P&L performance for the key accounts portfolio they look after, delivering revenue growth, profitability, and cost-to-serve efficiency; Have visibility of accounts and analyse where growth and profitability are low and strategize how they can be improved; Identify upsell/cross-sell opportunities across fire systems, security systems, monitoring, service & maintenance, and project works; Undertake commercial negotiations, contract renewals, pricing strategy, and long-term framework agreements with the support from the Director of Key & Regional Accounts; Provide accurate forecasts, pipeline reporting, and strategic account plans; Ensure all service delivery meets the Client expectations; Work in partnership with Operations, Engineering, and Compliance teams to drive consistent delivery quality; Highlight any shortfalls with compliance, operational or commercial activity; Assist with the mobilisation of any new contracts that fall within your region; Assist with risk plans for any major key sites, including life-safety compliance, asset condition, and lifecycle investment planning; Build strong, long-term relationships with customers across commercial, industrial, and public-sector environments; Promote a full suite of fire-industry services, including maintenance, testing, inspections, and compliance-focused solutions; Identify customer needs and tailor service packages that deliver value and strengthen retention; Lead by example and mentor other Key Account Managers, Client Partners, and Strategic Leads; Enhance your capability within the team around commercial acumen, client engagement, and technical understanding of fire & security systems; Drive a collaborative culture between all departments and Support functions; Monitor changes in fire safety legislation, security technology trends, and emerging client needs; Develop strategy around digital solutions and innovation including remote monitoring, analytics, cloud security systems, and predictive maintenance; Advise the Senior leadership team on market positioning, competitive landscape, and client demands and any aspects of the contract which may have a detrimental effect.

Requirements

Experience in the Fire & Security industry; Customer service experience and confidence in managing a range of key accounts, prioritising opportunities, and working autonomously; Proven track record managing key accounts of all sizes; Strong understanding of fire alarm systems, suppression, intruder, CCTV, access control, and compliance frameworks; Commercially astute with experience in assisting with the P&L ownership, contract negotiations, and strategic planning; Excellent client relationship skills with the ability to communicate effectively with the leadership team; Team player and ability to play a key part in strengthening our footprint with both new and existing Customers.

Nice to have

Knowledge of NSI, BAFE, BS5839, BS5306, ISO standards, and related compliance requirements; Professional certifications (e.g., FIA training, ASIS, IFSM, BSIA membership)

Benefits

Bonus Scheme; Pension; Life Assurance; Private Healthcare; Cycle to Work Scheme; Employee Shares Schemes; Salary Finance Options; Holiday; Virtual GP; Choices flexible lifestyle benefits platform; MiDeals high street discounts; Life cover up to four times salary; Enhanced pension contributions; Save-as-you-earn scheme; Mitie Matching Share Plan; Mitie Stars recognition