About The Role
Role: Key Account Manager
Location: West Midlands
Contract Type: Permanent
Hours: Monday - Friday - 8 hours - 60 min unpaid break
Salary: £45,000 - £50,000 depending on experience
Competitive commission structure
Must have a valid UK license
The role is primarily focused on customer retention and growth across a portfolio of large, regulated‑sector customers. You will be an experienced strategic account manager confident operating at senior and executive levels, able to protect existing revenue, strengthen relationships, and expand the use of Restore Information Management’s solutions. Your prior experience should include SaaS, digital workflow and digitisation platforms.
You will own complex accounts where service delivery, contract management, stakeholder alignment and commercial discipline are critical. This role requires experience, judgement and the ability to lead internally on behalf of the customer.
Key Priorities for the Role
1. Customer Retention & Relationship Strength
* Own retention for a portfolio of strategic accounts, ensuring customers remain loyal and confident in Restore Information Management as a long‑term partner.
* Build trusted, senior‑level relationships and maintain strong engagement throughout the contract lifecycle.
* Anticipate risk early, manage dissatisfaction pro‑actively, and lead resolution when issues arise.
2. Strategic Account Planning
* Develop and execute robust account plans with clear objectives for retention, growth and service improvement.
* Maintain a deep understanding of each customer’s organisation, sector pressures, regulatory environment and future direction.
* Review account plans regularly, with clear actions supported by disciplined monthly tracking.
3. Commercial & Contract Ownership
* Own contractual understanding for each account, ensuring services, pricing and change control align with agreements.
* Lead renewal strategy, commercial discussions and negotiations, protecting margin while delivering customer value.
* Ensure accurate forecasting, pipeline management and governance.
4. Sustainable Growth
* Identify, shape and convert opportunities for digital solutions, digitisation and adjacent services within existing accounts.
* Work closely with Solutions and Pre‑Sales teams to develop compelling, value‑led customer proposals.
* Focus on profitable, sustainable growth rather than one‑off sales activity.
5. Service Oversight & Internal Leadership
* Act as the primary escalation point for service delivery concerns within accounts.
* Coordinate internal teams across operations, customer services, finance and technology to ensure contractual commitments are met.
Represent the customer internally and hold teams aligned to agreed outcomes.
Experience & Background (Essential)
* A proven track record as a Key Account / Strategic Account Manager within a digital, SaaS, IT or technical solutions environment.
* Experience managing multiple complex, high‑value customer relationships.
* Strong background in customer retention, renewal and commercial negotiation.
* Experience working with regulated sectors such as financial services, professional services, legal, insurance, private healthcare.
* Ability to operate confidently with senior and executive stakeholders.
* Experience supporting tenders, contract renewals and proposals.
* Evidence of delivering sustainable revenue growth.
Skills & Capabilities
* Strong commercial and negotiation skills.
* Clear, confident communicator with strong presentation ability.
* Structured, organised and highly disciplined in account management.
* Proactive, resilient and solutions‑focused.
* Comfortable working cross‑functionally and influencing without authority.
Technical Skills
* Comfortable positioning digital, SaaS and workflow solutions.
* Strong CRM discipline and data accuracy.
* Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
About Us
Restore Commitment to Disability Confidence
As a Disability Confident employer, we guarantee an interview to applicants with a disability or health condition who meet the essential criteria, where it is fair and appropriate to do so.
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