Job Description
The Key Account Manager / Client Success Manager will be responsible for managing strategic client relationships within the maintenance department, ensuring successful delivery against contractual commitments, KPIs, and service expectations. The role will act as the key interface between clients and internal teams, driving client satisfaction, managing escalations, identifying growth opportunities, and supporting business development initiatives.
Job Requirements
* Act as the primary point of contact for key client accounts within the Maintenance department.
* Build, develop, and maintain strong strategic relationships with prospects, clients and key stakeholders.
* Develop a deep understanding of client operational requirements, business objectives, future needs and potential commercial opportunities.
* Conduct regular client reviews and maintain proactive communication to ensure high levels of client satisfaction.
* Monitor and report on key deliverables, service levels, KPIs, and contractual performance measures.
* Produce regular performance reports, account reviews, and management updates for clients and internal stakeholders.
* Analyse performance data to identify trends, risks, opportunities, and areas for continuous improvement
* Support governance meetings, operational reviews, and strategic account planning.
* Act as the point of escalation for client concerns, service issues, and operational challenges.
* Work closely with operational, maintenance, and delivery teams to ensure effective issue resolution and service continuity.
* Support the Director of Maintenance in managing service performance, client expectations, and operational priorities and strategic growth initiatives.
* Identify and develop opportunities for account growth through strong strategic relationships and understanding of client needs, including renewals, upselling, cross-selling and additional service offering
* Working closely with our bid team, contribute to the preparation of tender responses, frameworks, pricing proposals and commercial proposals Responsibility for account revenue growth, retention, renewals, and achievement of sales/commercial targets
* Support mobilisation and onboarding activities for new maintenance contracts and operational services
* Maintain awareness of customer pipelines, future projects, and market opportunities to support business growth.
Job Responsibilities
Essential:
* Proven experience in Key Account Management, Client Success, Customer Success, Client Relationship Management, or similar role.
* Experience managing strategic customer or client relationships.
* Experience reporting on operational performance, KPIs, or service delivery metrics.
* Experience working within a service delivery, operational, or customer-focused environment.
* Demonstrable experience handling escalations and resolving customer or operational issues. Proven ability to manage and support cloud-based or IoT-connected platforms.
* Strong track record of diagnosing and resolving complex technical issues remotely.
* Excellent written and verbal communication skills.
* Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
* Ability to work independently and as part of a team.
* Valid UK Driving License
* Flexibility in working hours and approach, an attitude to see a task through
Desirable:
* Experience working directly with OEMs or hardware manufacturers.
* Experience with CPMS platforms, OCPP, OCPI, or similar protocols.
* Experience within EV charging, energy, utilities, or smart infrastructure sectors.
* Experience within Maintenance, Facilities Management, Engineering, Utilities, Construction, or related industries.
* Experience identifying and developing commercial growth opportunities within existing accounts.
* Experience supporting contract management, governance meetings, or service reviews.
* Experience using CRM systems, reporting tools, or project management software.
Job Benefits
🚙 Monthly Car Allowance
Support towards your vehicle costs.
🏢 Hybrid & Flexible Working
A balance that works for you and the role.
🏖️ 35 Days Annual Leave
Including company shutdown days.
✈️ Travel & Subsistence
Expenses covered when you’re on the move.
💶 Company Performance Bonus
Discretionary bonus linked to company success.
💙 Bupa Healthcare
Private healthcare cover after 6 months’ service.
📈 Salary Sacrifice Pension Scheme
8% total contribution to support your future.
⚡ EV Car Salary Sacrifice Scheme
Electric vehicle through approved providers.
🧳 Holiday Purchase Scheme
Buy up to 5 extra days of annual leave.
👨👩👧 Enhanced Family‑Friendly Policies
Extra support when it matters most.
🕓 4pm Finish on Fridays
Start the weekend a little earlier.
🏋️ Bellshill On‑Site Gym
Free access for Envevo employees.
💎 Benefits & Discounts Platform
Access a wide range of exclusive offers and savings.
🏅 Long Service Awards
Celebrating milestones and loyalty.