Key Account Manager

The Key Account Manager / Customer Service Representative is responsible for nurturing and retaining high-value client relationships while ensuring excellent service delivery across the fire safety and fire training product portfolio. This role focuses on understanding client needs, managing queries, ensuring compliance with service standards, and promoting additional products/services to maximise revenue growth and retention.

• Serve as the primary point of contact for allocated key accounts.

• Build strong, professional, and trusted relationships with stakeholders.

• Conduct regular client meetings, site visits, and service reviews.

• Proactively identify risks to account retention and implement solutions.

• Promote additional relevant products/services to existing clients.

• Follow up quotations and proposals to secure orders.

• Work with sales colleagues to strategize client growth and renewals.

• Respond promptly to client queries and coordinate internal support.

• Ensure delivery of products/services meets client expectations.

• Assist in resolving complaints or operational challenges efficiently.

• Maintain accurate client records and service updates in CRM.

• Prepare retention reports, follow-up logs, and account status updates.

• Ensure all site surveys, documentation, and client communications are properly recorded.

• Minimum 5 years’ client-facing experience in account management, customer service, or sales.

• Fire safety or fire training industry experience is mandatory.

• Strong track record in customer retention and client satisfaction.

• Competent CRM system usage.

• Valid driver’s licence + own reliable transport (reimbursed mileage).

• Strong relationship-builder with excellent communication skills.

• Professional, consultative approach with problem-solving capability.

• Well-organised and strong administrative discipline.

• Resilient, proactive, and able to handle a high tempo workload.

• Customer-centric mindset with commercial awareness.