Key Account Manager

Location: Leeds, United Kingdom; hybrid, with in-person work at an assigned office for a minimum of two days a week

Company

A global business providing customer-focused products and services supported by technology and a commitment to professional development.

What you will do

• Act as the primary delivery and issue-resolution interface between clients and internal business units.
• Support account planning and identify growth opportunities within existing B2B accounts.
• Coordinate product and service requirements across multiple functional teams.
• Manage complex client projects, implementations, and onboarding programs from initiation through completion.
• Translate customer requirements into contracts, delivery plans, and service-level agreements, securing approval through implementation and go-live.
• Monitor delivery commitments, communicate Voice of Customer feedback, and support customer experience improvements.

Requirements

• Experience managing client relationships, account delivery, or customer success programs in a B2B environment.
• Experience coordinating complex projects, implementations, or onboarding activities involving multiple stakeholders.
• Strong client relationship management, issue resolution, stakeholder communication, and expectation management skills.
• Ability to translate customer requirements into project plans, delivery schedules, or service agreements.
• Commercial awareness and the ability to identify growth opportunities and contribute to account development.
• Experience with project planning, milestone tracking, multiple workstreams, Statements of Work, contracts, and Service Level Agreements.

Nice to have

• Familiarity with customer satisfaction measurement methodologies, including Net Promoter Score.
• Experience in complex matrix organizations and cross-functional delivery environments.
• Knowledge of client onboarding, implementation, or service-delivery best practices.
• Ability to analyze customer feedback and turn insights into actionable recommendations.

Culture & Benefits

• 26 days of annual leave plus bank holidays, increasing with service.
• Global paid wellness days and an additional birthday day off.
• Contributory pension scheme and access to an employee stock purchase plan.
• Private healthcare and physical, mental, and financial wellbeing programs.
• Flexible policies, diversity forums, career development support, and reasonable adjustments during recruitment.

Hiring process

• Most recruitment stages are conducted virtually by phone and video.
• Any required in-person interview will be communicated by the recruiter.