Key Account Manager

James Adams is seeking a Key Account Manager to join a leading company in the utilities sector. They seek an experienced Account Manager to deliver essential services to customers across the UK. They pride themselves on their customer-centric approach and seek a dynamic Key Account Manager to join the team. This role is key to maintaining and growing relationships with their strategic customers while ensuring optimal service delivery.

Role Summary:

As a Key Account Manager, you will be responsible for developing and managing strategic customer accounts, building strong partnerships, and ensuring overall customer satisfaction. You will act as the primary point of contact for key customers, handling all aspects of account management, from strategic development to issue resolution. You will also drive profitability through proactive account planning and identifying new business opportunities.

Key Responsibilities:

• Account Strategy & Planning: Develop and implement tailored account development plans, including SWOT analysis, relationship mapping, and engagement strategies. Regularly meet with both internal and external stakeholders to strengthen these relationships.
• Customer Relationship Management: Build and maintain strong, long-term relationships with key customers at both operational and strategic levels. Ensure customers are satisfied with the services they receive and take steps to retain and maximise their value to the company.
• Single Point of Accountability: Serve as the main point of contact for key customers, ensuring that charging, billing, and contract compliance are handled smoothly. Ensure customers understand the charging regimes and manage their payment records effectively.
• Escalation & Service Levels: Act as the escalation point for service issues, such as billing discrepancies or wholesaler concerns, and work to resolve these issues promptly and effectively.
• Commercial Ownership: Take full ownership of your customer portfolio, understanding key commercial metrics such as revenue, debt levels, credit ratings, gross margin, and contract terms. Ensure financial performance aligns with company goals.
• Business Development: Identify opportunities for growth within customer accounts by working collaboratively to meet their strategic goals. Generate and close sales leads for both regulated and non-regulated services, ensuring alignment with business objectives
• Payment & Contract Management: Drive positive payment behaviours and ensure adherence to agreed payment and contract terms. Manage the contract renewal process, including commercial negotiation, internal governance sign-offs, and stakeholder management.

Key Skills & Experience:

• Proven experience in account management, preferably within the utilities or a regulated industry.
• Strong relationship-building skills, with the ability to manage stakeholders at all levels.
• Solid commercial acumen with experience managing financial performance, contracts, and service delivery.
• Excellent problem-solving skills, with a track record of resolving customer issues efficiently.
• Strong negotiation skills and the ability to manage complex commercial agreements.
• Ability to work independently and take full ownership of a portfolio.
• Experience in identifying and driving business growth opportunities.