Key account manager

Job summary

The Key Account Manager is responsible for driving revenue across a defined region with defined Key Accounts. This role is high-impact with the focus on building relationships, retention, and growth of the company's key accounts within the Fire & Security sector. This role supports the development of client relationships, commercial performance, and service excellence across the key accounts, ensuring the development of long‑term partnerships, compliance, and best in class delivery.

The position blends system knowledge within both the fire and security sector, sales, service planning, customer service and operational oversight, driving a customer‑centric culture that differentiates the business in a highly regulated industry. They will play a key part in strengthening our footprint with both new and existing key customers.

Job objectives and responsibilities

Client Strategy & Relationship Building

• Develop and execute a client strategy introducing all our Key Accounts to all work streams Mitie can offer.
• Lead increased engagement with Key Accounts, with the intention that Key are developed into National Accounts.
• The main point of contact for our Key Accounts, ensuring retention, satisfaction, and continuous improvement.
• Conduct regular client reviews, ensuring SLA adherence, compliance, risk management, and contract renewal readiness.

Commercial & Financial Accountability

• Review P&L performance for the key accounts portfolio they look after, delivering revenue growth, profitability, and cost‑to‑serve efficiency.
• 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.
• Provide accurate forecasts, pipeline reporting, and strategic account plans.

Operational Excellence & Compliance

• Ensure all service delivery meets the Client expectations.
• 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.
• Assist with risk plans for any major key sites, including life‑safety compliance, asset condition, and lifecycle investment planning.

• 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

Personal Development

• Lead by example and mentor other Key Account Managers, Client Partners, and Strategic Leads.
• Enhance your capability within the team around commercial acumen, client engagement, and technical understanding of fire & security systems.
• Drive a collaborative culture between all departments and Support functions.

Market Insight & Innovation

• 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.
• Advise the Senior leadership team on market positioning, competitive landscape, and client demands and any aspects of the contract which may have a detrimental effect.

Professional Conduct

This job description is intended to give the post holder an appreciation of the role envisaged for the range of duties to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular intervals.

Person Specification

Essential

• Experience in the Fire & Security industry.
• Customer service experience and confidence in managing a range of key accounts, prioritising opportunities, and working autonomously.
• Proven track record managing key accounts of all sizes.
• Strong understanding of fire alarm systems, suppression, intruder, CCTV, access control, and compliance frameworks.
• Commercially astute with experience in assisting with the P&L ownership, contract negotiations, and strategic planning.
• Excellent client relationship skills with the ability to communicate effectively with the leadership team.
• Team player and ability to play a key part in strengthening our footprint with both new and existing Customers.

Desirable

• Knowledge of NSI, BAFE, BS5839, BS5306, ISO standards, and related compliance requirements.
• Professional certifications (e.g., FIA training, ASIS, IFSM, BSIA membership).

Proven Track Record Key Performance Indicators (KPIs)

• Portfolio revenue growth and profitability
• Client retention and contract renewal rates
• SLA performance, compliance, and audit outcomes
• Customer satisfaction scores (NPS/CSAT)
• Key performance and development