Key Account Manager (KAM)
£30,000 – £35,000 per year (depending on experience)
Based at: 9 Princes Drive, Kenilworth, CV8 2FD
Full Time | Monday to Friday
Ground Up Property Services is looking for a driven, commercially minded Key Account Manager (KAM) to take full ownership of client relationships and service delivery across a defined portfolio of accounts.
This is a core role within the business. You are not just managing jobs — you are managing trust, performance, communication, and outcomes. If you thrive on responsibility, enjoy problem-solving, and want real ownership rather than just task management, this role is for you.
The Role
As a Key Account Manager, you will be responsible for the end-to-end service experience of your clients. You’ll ensure jobs move efficiently from instruction to completion, quotes are issued and followed up promptly, works are delivered to a high standard, and clients feel informed, supported, and confident in Ground Up.
This is a high-impact role within a fast-growing, forward-thinking business.
Key Responsibilities
Client Relationship Management
- Act as the main point of contact for your allocated portfolio of clients.
- Build strong, long-term relationships based on trust, responsiveness, and consistent performance.
- Proactively communicate job progress, delays, risks, and proposed solutions.
- Handle client queries, concerns, and escalations professionally and efficiently.
- Develop a strong understanding of each client’s requirements, priorities, and future plans.
- Build relationships with key decision-makers to strengthen client retention and support long-term account growth.
- Proactively identify opportunities to provide additional services and increase work across existing accounts.
Job & Workflow Ownership
- Take full ownership of jobs from instruction through to completion and invoicing
- Ensure jobs are actively progressed and never left unmanaged or stagnant
- Work closely with KAM Support, the Service Desk, and Field Teams to keep workflows moving
- Ensure jobs are closed down correctly and invoiced within agreed timeframes
Quotations, Upselling and Commercial Control
- Manage quotation requests in line with company procedures.
- Ensure quotations are prepared accurately, issued promptly, and followed up consistently.
- Proactively chase approvals and convert quotation opportunities into live works.
- Identify suitable upselling and cross-selling opportunities based on client needs, site requirements, and recommendations from completed works.
- Promote additional Ground Up services where they would provide genuine value to the client.
- Work with clients to develop new opportunities, increase account spend, and support sustainable business growth.
- Maintain commercial awareness around margins, variations, additional works, and changes in scope.
- Ensure no works proceed above the approved value without the correct client authorisation.
Service Standards & Performance
- Ensure service levels are met and exceeded across your client portfolio
- Monitor overdue jobs, unassigned tasks, and stalled instructions
- Maintain clear control of priorities and deadlines
- Work collaboratively with KAM Support to maximise efficiency
Communication & Coordination
- Act as the link between clients, operations, and finance
- Ensure information flows clearly and accurately between all parties
- Support finance and credit control with query resolution and invoice clarity
Reporting & Accountability
- Maintain accurate job notes, client updates, and records within the company system.
- Support management reporting on workload, performance, profitability, opportunities, and client satisfaction.
- Monitor the overall health and growth potential of each client account.
- Maintain a clear pipeline of quotations, upselling opportunities, and potential additional works.
- Take full accountability for the operational and commercial performance of your portfolio.
Skills & Experience
- Experience in account management, property management, facilities management, or a service-driven environment
- Strong organisational and multitasking skills
- Confident communicator especially on the phone with excellent relationship-building ability
- Commercially aware with a results-driven mindset
- Ability to work under pressure and manage competing priorities
Personal Attributes
- Strong ownership mentality — you treat your accounts as your own business
- Proactive, not reactive
- Structured, disciplined, and process-driven
- Professional, confident, and calm under pressure
- Customer-focused while remaining commercially strong
What We Offer
- £30,000 – £40,000 per year, depending on experience
- A role with genuine responsibility and visibility
- Clear ownership of a defined client portfolio
- Opportunity to influence how accounts are run across the business
- Career progression within a fast-scaling organisation
- A performance-driven, supportive, and ambitious working environment
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Company pension
- On-site parking
Work Location: In person
