Key Account Manager

The Key Account Manager is responsible for managing and growing a portfolio of Key Accounts composed of approximately 70% established strategic or growth-potential customers and 30% new strategic prospects.

The Key Account Manager acts as the overall owner of the client relationship across their assigned portfolio of accounts, operating as a trusted advisor to customers and ensuring predictable commercial outcomes through structured engagement, account planning, and disciplined execution.

For existing customers, the role focuses on retention, expansion, and long-term value realisation. For new prospects, the Key Account Manager is expected to engage from first contact, build credibility and trust, and develop these into long-term, multi-year strategic relationships.

Key Responsibilities

• Account Ownership & Relationship Management: own a defined portfolio of Key Accounts, acting as the primary point of contact to build and maintain strong relationships with relevant stakeholders and decision-makers and develop a deep understanding of each account’s business and technology priorities.
• Revenue Retention & Growth: drive net revenue retention and growth across the assigned portfolio - through renewals, contract optimisation, and expansion initiatives as well as identifying and delivering upsell and cross-sell opportunities.
• New Account Development: engage and nurture new prospects within the assigned portfolio - from initial discovery through solution development and commercial closure - and progress them into stable, strategic customers.
• Account Planning & Prospect Development: own and maintain Account Plans for assigned Key Accounts, creating structured engagement plans that identify stakeholders and milestones, to proactively generate growth opportunities
• Effective Pipeline Development & Management: Develop, manage, and maintain a healthy commercial pipeline across the assigned portfolio of accounts, and managing opportunities through all pipeline stages with discipline, ensuring timely progression and clear next steps.
• Engagement Cadence & Governance: establish and maintain a consistent engagement cadence with assigned Key Accounts, including reviews and roadmap discussions, and proactively manage customer expectations, risks, and sentiment throughout the lifecycle. For new prospects, progressively evolve engagement from tactical discussions to strategic, decision-maker level relationships.
• Cross-Functional Collaboration: Coordinate with internal teams, such as Product, Marketing, Sales Operations, Technical Presales and Service Delivery, and Finance to ensure a seamless customer journey from lead qualification to customer acquisition, to service delivery to billing.
• Reporting, CRM & Commercial Discipline: Maintain accurate account, opportunity, forecast, and engagement data within the Company’s CRM system and report on account performance, renewal pipelines, expansion opportunities, and prospect development status. Proactively escalate risks, blockers, and opportunities to management

Qualifications & Experience

• 3+ years’ experience in account management and technology-related sales - preferably managing key or strategic accounts.
• Demonstrated track record of achieving growth targets and building strong client relationships.
• Excellent negotiation, communication, and presentation skills.
• Strong analytical and problem-solving abilities.
• Experience working in fast-paced, client-focused environments.

Key Competencies & Core Values

• Growth Mindset: Strong relationship-building and consultative selling skills with a long-term value and lifecycle focus
• Strive for on Excellence: Structured, disciplined approach to account and pipeline management
• Reliable and Dependable: Client-centric - setting and managing expectations and delivering on commitments
• Can-Do Attitude: strong communication, negotiation, and stakeholder management skills