Key Account Manager, UK Market

ABOUT THE ROLE AND OUR TEAM:

As a Key Account Manager you’ll be responsible for managing & nurturing the relationships of our highest contract value clients at Hitched. You will look after a portfolio of mature accounts; which are considered our most profitable and valuable business partnerships. The Key Account Manager will be responsible for ensuring client satisfaction, and driving business growth. The ideal candidate will possess excellent communication skills, a strategic mindset, a highly professional attitude - plus a passion for delivering exceptional client service. This role requires a blend of leadership, client management, and account strategy to successfully meet client needs and exceed their expectations. This role will require the ability to travel, and the ideal candidate will possess a full UK driving license and be available to travel where necessary on a weekly/monthly basis.

RESPONSIBILITIES:

• Develop and maintain strong, long-term relationships with key strategic accounts to ensure customer satisfaction, retention, growth and loyalty.
• Build relationships via a mixture of face-to-face meetings and virtual meetings, which will be factored into monthly KPI’s.
• Drive consistent revenue growth by identifying upselling and cross-selling opportunities within strategic accounts, working closely with your clients to mature their account potential through recommending the right products & solutions to drive success for their business.
• Handling contract values of up to £100k per contract.
• Create and conduct tailored business reviews with your accounts to discuss performance, review business goals & manage their marketing health.
• Collaborate with internal teams (sales, marketing, and support) to ensure a smooth and happy customer experience.
• Proactively manage contract renewals and prevent churn by delivering exceptional service and value to clients.
• Address and resolve any client issues, escalations, or service gaps in a timely and efficient manner to minimise disruption.
• Stay informed of industry trends, competitor activities, and market changes to offer proactive solutions and insights to your clients.
• Continuously enhance skills and knowledge through professional development programs, workshops, and industry conferences/webinars.
• Track and report on all activity and results in our CRM, Salesforce, as well as ensure accurate customer account information.
• Maintain ownership and accountability of priority accounts to achieve monthly ACV targets.
• Ensure adherence to all prescribed call metrics, meeting targets (face to face & virtual), and email campaigns.
• Remain 100% compliant with all data, record-keeping, and reporting requests.
• Other projects/duties as assigned.

SUCCESSFUL KEY ACCOUNT MANAGER CANDIDATES HAVE:

• A full UK valid driving licence.
• Ideally 4+ years in a revenue-responsible role, working in an account management or sales environment.
• Preferred experience working with targets or other individual metrics accountability environment.
• Experienced and confident presenter.
• Comfortable with direct accountability for individual and team outcomes.
• Proven influencing and problem-solving skills, negotiation capability at a high senior stakeholder level.
• Excellent written and verbal communication skills.
• Customer service and relationship building skills, including the ability to de-escalate sensitive conversations with customers via phone and email.
• Thrives in a high-pace and collaborative team environment.
• Quantitative and analytical skills.
• Comfortable with change, ambiguity, and decision-making with incomplete information.
• Ability to prioritize and stay organized while balancing inbound client requests/questions and outbound proactive outreach.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Sales and Business Development

Industries: Technology, Information and Internet