Key Accounts Manager
Competitive Salary
Orpington
COMPANY OVERVIEW
Spy Alarms are a leading security company based in the South-East. It is an exciting time to join Spy Alarms who are experiencing impressive growth. We are already one of the largest privately-owned installers of fire detection and security systems in the Southeast. The Spy group now has 75,000 customers across London and the Southeast. Despite this, our staff continue to value the “family feel” culture that Spy has retained and enjoy working in a flexible, friendly, supportive team environment.
ROLE SUMMARY
Reporting to the Head of Service, the Key Account Manager is responsible for the retention, growth and overall health of Spy Alarms' Platinum and Gold customer portfolio.
The role provides strategic ownership of Spy's most valuable customer relationships, ensuring customers receive proactive account management, exceptional service and regular engagement at all levels of their organisation.
Working closely with Service, Engineering, Finance and Sales teams, they are responsible for protecting recurring revenue, reducing customer churn and identifying opportunities for account growth.
The role requires strong commercial awareness, stakeholder management skills and the ability to build credibility with senior decision-makers whilst driving positive outcomes for both customers and Spy Alarms.
MAIN RESPONSIBILITIES
The Key Account Manager ensures our most important customers feel valued, listened to and supported.
They champion a proactive, relationship-led approach to account management, moving customer conversations away from complaints and reactive problem solving towards partnership, service improvement, retention and growth.
They act as the voice of the customer within Spy whilst ensuring customer relationships remain commercially sustainable and aligned to business objectives.
Through strong customer relationships, effective stakeholder management and a deep understanding of customer needs, the Key Account Manager helps protect revenue, improve customer loyalty and create opportunities for future growth.
Areas of responsibility
· Own the Platinum and Gold customer portfolio, acting as the senior relationship owner and escalation point for priority accounts.
· Build and maintain strong relationships with customer stakeholders
· Conduct regular customer review meetings, service reviews and face-to-face customer engagement activities.
· Develop and deliver account plans focused on retention, service improvement, customer satisfaction and growth.
· Identify opportunities to increase revenue through contract expansion, upselling, cross-selling and additional services.
· Lead customer retention activity, contract renewals and recovery programmes for at-risk customers.
· Own opportunities from identification through to implementation, working closely with Service, Engineering, Technical Support, Finance and Sales teams.
· Ensure all customer interactions, account plans, actions and opportunities are accurately maintained within Dynamics.
· Create, own and monitor customer action plans, ensuring agreed actions are delivered by both Spy and the customer within agreed timescales.
· Own the Priority Account Health Score framework, ensuring customer risks are identified, managed and escalated appropriately.
· Monitor customer performance, sentiment, service delivery, debt exposure and outstanding actions to ensure commitments are achieved.
· Monitor portfolio revenue, profitability and growth opportunities, providing forecasting, reporting and strategic recommendations to senior leadership.
· Support contract renewals, pricing reviews and commercial discussions to maximise customer retention and long-term value.
· Develop and coach Client Relationship Managers, setting clear objectives, monitoring performance and ensuring consistent account management standards across the team.
PREFORMANCE MEASURES
Customer retention rate
Revenue retained across Platinum and Gold portfolio
Revenue growth within existing accounts
Customer Health Score
Customer satisfaction
Contract renewal success rate
Recovery plan and customer action plan completion
Debt exposure and aged debt performance
Delivery of customer commitments and service improvement actions
EXPECTED BEHAVIOURS
Customer-first mindset
Strategic thinking
Commercial awareness
Relationship building
Leadership and coaching
Ownership and accountability
Influencing and negotiation skills
Proactive communication
Collaborative stakeholder management
Continuous improvement mindset
BENEFITS
In return, you have the chance to work for a successful growing NSI gold and BAFE approved company with a great reputation and knowledge of CCTV, Access Control and Fire and Intruder Alarms.
Ø Competitive Salary AE
Ø Pension
Ø Up to 25 days holiday plus bank holidays and attendance bonus of 1 day
Ø BUPA employee assistance program
Ø Career progression opportunities
Ø Staff referral scheme
Ø Company sick pay
Ø Rewards & recognition programmes
Ø Ongoing training
Ø Company events
Hours and other details about the job:
This is an office-based role with standard hours of 8.30am-5.00pm Monday – Friday and some flexibility to manage any task in hand.
One day working from home is available after probation.
NSSA Security Screening is required for this role.
Benefits:
- Health & wellbeing programme
- Sick pay
Work Location: In person
