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; Act as 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, delivering revenue growth, profitability, and cost-to-serve efficiency; 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; Ensure all service delivery meets client expectations; Work in partnership with Operations, Engineering, and Compliance teams; Assist with mobilisation of new contracts; 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; 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; Mentor other Key Account Managers, Client Partners, and Strategic Leads.

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

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