Account Manager

Department: Service - Pre-construction

Employment Type: Full Time

Location: London

Harmony is on a mission to be the best life safety partner to work with and for. Rated an ‘Outstanding Employer’ by Best Companies in 2025, we are only getting bigger and stronger — and we’re looking for A-players to help us get there.

We are passionate about making a difference and obsessed with quality. Our goal is to build a world where every resident can sleep safely at night, knowing their home is 100% safe.

The Account Manager (Service) is responsible for owning and growing a portfolio of named client accounts within Harmony Fire’s Service function, ensuring Harmony Fire is positioned as the life safety partner of choice. The role builds long-term, trusted relationships with key client stakeholders, driving retention, renewal and organic growth across fire safety, life safety and lightning protection services.

Working closely with the Service function, sales and delivery teams, the Account Manager ensures a seamless, joined-up customer experience from initial handover through to ongoing account management, identifying and converting cross-sell and upsell opportunities while maintaining commercial discipline across pricing, margin and contract terms.

• Own and grow a defined portfolio of named client accounts across fire safety, life safety and lightning protection.
• Build long‑term, trusted relationships with key client stakeholders, positioning Harmony Fire as the life safety partner of choice.
• Identify, develop and convert cross‑sell and upsell opportunities within existing accounts.
• Manage contract renewals and retention, protecting and growing recurring revenue across the portfolio.
• Own commercial performance of accounts, including pricing, margin and profitability, working within agreed financial parameters.
• Act as the single point of escalation for named accounts, owning client queries, issues and complaints through to resolution and pulling in the right internal teams as needed.
• Schedule and lead regular client meetings and account reviews, tracking performance against KPIs/SLAs, agreeing actions and following through to resolution.
• Work closely with Service, Small Works and delivery teams to ensure a seamless, joined‑up customer experience.
• Develop and maintain account plans for key clients, including growth targets and stakeholder maps.
• Prepare and present commercial proposals for account growth opportunities, working with sales and estimating colleagues.
• Track and report account performance, pipeline and forecasts using CRM/service management software.
• Ensure account records, contract terms and documentation are accurate, complete and kept up to date.
• Support the handover of new business wins from sales into ongoing account management.
• Identify and mitigate account risk, whether financial, commercial or relationship based.
• Represent Harmony Fire at client review meetings, reporting on KPI and SLA performance.
• Collaborate with marketing and business development colleagues to identify further opportunities within named accounts.
• Represent the Harmony Fire brand at industry events and within key client relationships.
• Drive client NPS scores across the portfolio, acting on feedback to continuously improve the customer experience.

• An A-player mindset — high standards, extreme ownership and the drive to do things properly, the first time.
• Proven track record in account or relationship management, ideally within fire safety, facilities management or a related built environment sector.
• Experience managing a portfolio of B2B accounts with demonstrable growth in revenue and retention.
• Strong commercial acumen, with experience managing account P&L,…