Key Account Manager

Job Summary

The Key Account Manager is responsible for driving revenue across a defined region with key accounts in the Fire & Security sector. The role focuses on building long‑term partnerships, ensuring service excellence and compliance, and strengthening the company’s footprint with both new and existing key customers. It blends sales, service planning, customer service and operational oversight to foster a customer‑centric culture in a highly regulated industry.

• Develop and execute a client strategy introducing all Key Accounts to Mitie’s full range of services.
• Lead increased engagement with Key Accounts, targeting national account development.
• Act as the main point of contact, ensuring retention, satisfaction and continuous improvement.
• Conduct regular client reviews, ensuring SLA adherence, compliance, risk management and contract renewal readiness.

• Review P&L performance for the key account portfolio, delivering revenue growth, profitability and cost‑to‑serve efficiency.
• Analyse accounts to identify low growth or profitability and devise improvement strategies.
• 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 support from the Director of Key & Regional Accounts.
• Provide accurate forecasts, pipeline reporting and strategic account plans.

• Ensure all service delivery meets client expectations.
• Work in partnership with Operations, Engineering and Compliance teams to drive consistent delivery quality.
• Highlight shortfalls in compliance, operational or commercial activity.
• Assist with mobilisation of new contracts within the region.
• Assist with risk plans for major key sites, including life‑safety compliance, asset condition and lifecycle investment planning.
• Build long‑term relationships across commercial, industrial and public‑sector customers.
• Promote full suite of fire‑industry services: maintenance, testing, inspections and compliance‑focused solutions.
• Identify customer needs and tailor service packages that deliver value and strengthen retention.

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

• 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 senior leadership on market positioning, competitive landscape, client demands and any contractual aspects that may affect the business.

• 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 P&L ownership, contract negotiations and strategic planning.
• Excellent client relationship skills and effective communication with the leadership team.
• Team player capable of strengthening the company’s footprint with new and existing customers.

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

• 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 metrics