National Account Manager

To support out National Account Customers, running reports working with service desk to ensure the clients are updated on performance, to be part of a team attending monthly meetings with wider team

Responsibilities

Develop and execute a client strategy introducing all our smaller Regional Accounts to all work streams Mitie can offer; Lead increased engagement with the Regional Accounts they are responsible for, with the intention that Regional are developed into Key Accounts; The main point of contact for our smaller Regional Accounts, ensuring retention, satisfaction, and continuous improvement; Providing a contact for the Customer, ensuring SLA adherence, compliance, risk management, and contract renewal readiness; With the assistance of the leadership team, review P&L performance for the smaller regional accounts portfolio they look after, delivering revenue growth, profitability, and cost-to-serve efficiency; With the assistance of the leadership team, 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 for the smaller regional accounts; Provide accurate forecasts, pipeline reporting, and strategic account plans, where applicable; Ensure all service delivery meets the Client expectations; Handle incoming customer enquiries via phone, email, and online channels; 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; 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; Process sales orders accurately and efficiently within internal systems; Maintain up-to-date product knowledge to support customer requests; 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

Requirements

Customer service and administration experience and confidence in managing a range of smaller regional accounts, prioritising opportunities, and working as part of a team; Good understanding of fire alarm systems, suppression, intruder, CCTV, access control, and compliance frameworks; Excellent client relationship skills with the ability to communicate effectively with their peers and the leadership team; Build strong relationships with customers by providing prompt, professional support; Proactive and solution-focused; Strong sense of ownership and accountability

Nice to have

Good knowledge of Fire & Security systems and the associated legislation; Good communication skills and sales administration

Benefits

Virtual GP for employee and household; Financial wellbeing assistance via Salary Finance scheme; Flexible lifestyle benefits platform (Choices); Option to purchase up to five extra days' holiday; Critical illness insurance; Dental treatment; Technology products at affordable cost; High street discounts via MiDeals; 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; Bonus Scheme; Pension; Life Assurance; Private Healthcare; Employee Shares Schemes; Salary Finance Options; Holiday