Job Details
Job Title: Senior Key Account Manager – Strategic Accounts – UK & Ireland Region
Location: United Kingdom or Ireland (Hybrid)
Reporting To: EVP
Role Overview
We are seeking a senior, commercially driven Senior Key Account Manager to lead and grow a portfolio of strategic UK clients across payroll, HR, and managed services. This role is central to the growth agenda of the Zalaris UK & Ireland region, supporting a phase of expansion and transformation. You will work with complex, high‑value accounts, partnering with senior stakeholders to drive long‑term client value. As a trusted advisor, you will be responsible for revenue growth, profitability, and customer retention, while coordinating cross‑functional teams to deliver high‑quality services and outcomes.
Key Responsibilities
* Own the customer P&L and be commercially accountable
* Develop a key account management plan for each dedicated account
* Build and maintain strong, long‑lasting customer relationships
* Secure and measure customer satisfaction
* Sales & manage opportunity pipeline (up‑sale, cross‑sale, new areas, renewal)
* Ensure successful and correct delivery of our solutions according to customer needs and objectives
* Serve as the link of communication between key customers and internal teams
* Resolve any issues and problems faced by customers and deal with complaints to maintain trust
* Forecast and track key customer account metrics
* Acquire a thorough understanding of key customer needs and requirements
* Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
* Drive innovation and customer improvement
* Client expectation (client alignment, execution and measurement)
* Informed of service and contract escalations and being 3rd line for resolutions
* Own and manage tactical (management) client meetings
* Internal client account meetings to secure overall alignment for sales, operational issues, opportunities, actions, etc.
* Support bid‑team in new sales
* Secure contract handover from sales to operations (lifecycle)
Account Growth & Commercial Ownership
* Manage and expand a portfolio of strategic UK accounts
* Identify and drive opportunities for upselling, cross‑selling, and service expansion
* Own account plans, sales pipeline, forecasting, and contract renewals
Client Leadership & Governance
* Build and maintain strong relationships with senior (C‑level) stakeholders
* Lead quarterly business reviews, service reviews, and executive discussions
* Act as the primary escalation point for critical client issues
Delivery & Performance
* Partner with delivery teams to ensure service levels and performance targets are met
* Drive continuous improvement and service optimisation initiatives
* Oversee change requests from initial assessment through to delivery
Financial Accountability
* Take ownership of account profitability, including margins and cost efficiency
* Work closely with finance and delivery teams to support sustainable growth
Key Performance Indicators (KPIs)
Success in this role will be measured through a balanced scorecard covering revenue growth, profitability, service performance, and customer satisfaction.
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