Key Account Manager

Brightwork Limited; City of Edinburgh; On-site; GBP 35,000 - 40,000; Full time

Job summary

Brightwork Limited in Edinburgh is seeking an experienced Key Account Manager to own key client relationships and lead a small client services team. This role balances strategic relationship management with hands-on operational oversight in a fast-paced, delivery-focused environment.

You will work with operations, production and leadership to align client expectations with delivery and to drive consistently high levels of service.

Qualifications

• Proven experience in account management, customer success or customer services leadership.
• Exposure to operational or production-led sectors.
• Confidence working with multiple stakeholders, including senior client contacts.
• Experience managing or mentoring team members.

Responsibilities

• Owning and developing long-term client relationships
• Acting as the escalation point for complex or sensitive client issues
• Ensuring service levels, communication standards and delivery timelines are consistently met
• Leading, mentoring and supporting the client services team
• Overseeing account workloads, priorities and resourcing
• Working closely with operations, production and leadership to align client expectations with delivery
• Identifying opportunities to strengthen partnerships and improve the client experience

Skills

Account management

Customer success

Leadership

Stakeholder management

Organisational skills

Job description

Key Account Manager
Edinburgh
£35,000–£40,000

Brightwork are supporting a growing operations‑led business seeking an experienced Key Account Manager to take ownership of key client relationships and lead a small client services team.

This role is ideal for someone who enjoys balancing strategic relationship management with hands‑on operational oversight, and who takes pride in delivering consistently high levels of client service in a fast‑paced, delivery‑focused environment.

The Role

As Key Account Manager, you’ll be responsible for the overall health of a portfolio of client relationships. You’ll act as the senior point of contact, ensuring clients feel supported, informed and confident that work is being delivered to a high standard.

Alongside this, you’ll manage and support a team of client services professionals who handle the day‑to‑day account activity.

Responsibilities will include:

• Owning and developing long‑term client relationships
• Acting as the escalation point for complex or sensitive client issues
• Ensuring service levels, communication standards and delivery timelines are consistently met
• Leading, mentoring and supporting the client services team
• Overseeing account workloads, priorities and resourcing
• Working closely with operations, production and leadership to align client expectations with delivery
• Identifying opportunities to strengthen partnerships and improve the client experience

About You

You’ll be someone who understands how to manage relationships in environments where coordination, accuracy and timelines matter.

The idea person will have:

• Proven experience in account management, customer success or customer services leadership
• Exposure to operational or production‑led sectors
• Confidence working with multiple stakeholders, including senior client contacts
• Experience managing or mentoring team members
• Strong organisational and problem‑solving skills
• A pragmatic, calm approach to pressure and competing priorities

Why Apply?

• A key role within a growing, well‑established business
• Genuine influence over client relationships and service delivery
• Opportunity to lead and shape a client services function
• Competitive salary and clear scope for progression as the organisation continues to scale