Key Account Manager

Job Description:

Key Account Manager

Reporting to:
Head of Commercial

Key internal stakeholders: CEO, Managing Director, Director of Bids, Head of Bids.

Thornton & Lowe is an independent consultancy that helps organisations win and deliver more public sector and regulated work. We support clients across the full procurement lifecycle, from early opportunity identification and bid strategy through to tender delivery, framework applications, evaluation support, and wider commercial consultancy.

Known for our practical, hands‑on approach, we work closely with clients to understand their goals, provide clear and commercially focused advice, and deliver support that is both compliant and results‑driven. Our team combines deep sector knowledge with a collaborative, values‑led culture, creating an environment where people are trusted to make a difference, contribute ideas, and play an active role in helping clients succeed.

As Key Account Manager, you will play a central role in building strong, long‑term partnerships with our retained clients, leading their onboarding journey, shaping service delivery, and helping them achieve meaningful commercial results. This is a dynamic, client‑facing role that combines relationship management, strategic thinking, and operational coordination, giving you the opportunity to make a visible impact for clients while working closely with colleagues across the business to deliver an exceptional experience.

• Retained client onboarding:
  Take ownership of onboarding new retained clients, managing each onboarding project from initiation through to successful completion.
• Client strategy delivery:
  Act as a trusted strategic partner to clients, reviewing performance, identifying opportunities for improvement, and recommending adjustments to maximise results.
• Performance management:
  Monitor client performance against agreed commercial objectives, working closely with internal teams to ensure service delivery remains aligned with client goals.
• Client communications, reporting and administration:
  Lead regular client meetings, present results and insights clearly, and maintain accurate project management and CRM records.
• Client relationship management:
  Manage client expectations effectively and respond promptly to any service issues, working with internal teams and clients to achieve timely resolution.
• Consultancy and guidance:
  Provide tailored advice, market insight, and best‑practice guidance throughout the contract period to support client growth and maximise value from the service.
• Client renewals:
  Work with lead bid writers and internal stakeholders to manage retained client renewals, identifying risks early and escalating concerns where appropriate.
• Record keeping:
  Maintain accurate and up‑to‑date internal trackers, client records, and CRM data, including Zoho.
• Quality and accuracy:
  Ensure a consistently high standard of accuracy, quality control, and attention to detail across all aspects of client delivery.
• Internal stakeholder management:
  Build strong working relationships across the business, providing regular updates and collaborating effectively with colleagues to support successful client outcomes.
• Wider sales team support:
  Provide support to the wider sales team where additional capacity or input is required.
• Other duties:
  Undertake any other reasonable duties requested by your line manager that are consistent with the responsibilities of this role.

• A minimum of two years’ experience in a customer success, account management, or client relationship management role.
• Excellent communication and interpersonal skills, with the ability to build credible and trusted relationships with clients and internal stakeholders.
• Commercial understanding of the day‑to‑day operation of account management.
• Strong organisational and time management skills, with the ability to manage multiple client priorities and deadlines effectively.
• A high level of accuracy and attention to detail across written communication, reporting, and client administration.
• The ability to work collaboratively across multiple teams and contribute…