Key Account Manager

RA Dalton Ltd; North East; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Private medical insurance

Company Pension Plan

Bonus Scheme / Annual Profit-Sharing

Company Events

Free parking / On-site parking

Workwear provided

Training and development

Opportunities for professional growth

Job summary

RA Dalton Ltd is seeking an experienced Key Account Manager to drive growth across a national client base. You will manage a portfolio of key commercial accounts, ensuring exceptional service and identifying opportunities to upsell and expand services.

You will work closely with operations, servicing and leadership to deliver a seamless account management process, contract renewals and long-term retention while representing RA Dalton professionally in all client interactions.

Qualifications

• 5+ years in Key Account/Account Management or Commercial Support.
• Excellent communication and interpersonal skills to build relationships.
• Strong customer service focus with driving exceptional experiences.
• Experience managing multiple accounts and priorities.
• Excellent organisational and time management skills.
• Strong commercial awareness and understanding of customer needs.
• Experience maintaining customer records and documentation.
• Proficient with Outlook, Word and Excel.

Responsibilities

• Manage and develop relationships with a portfolio of key commercial accounts.
• Be the primary point of contact for customers and ensure exceptional service.
• Build relationships with stakeholders and decision-makers within client organisations.
• Coordinate customer requirements with operations and service teams for efficient delivery.
• Handle enquiries, service requests and account matters promptly.
• Monitor activity and ensure contractual obligations are fulfilled.
• Maintain accurate customer records and service histories.
• Utilise portals and systems to manage work orders and information.
• Coordinate servicing, maintenance and project requirements with internal teams.
• Identify opportunities for upselling and cross-selling services.
• Conduct regular account reviews to assess satisfaction and future needs.
• Support contract renewals and long-term retention.
• Prepare reports on account performance and service delivery.
• Resolve concerns with operations to achieve positive outcomes.
• Collaborate with teams to identify growth opportunities within accounts.
• Assist with tender submissions and framework agreements.

Skills

Relationship management

Communication

Customer service

Multi-tasking

CRM systems

Microsoft Office

Organisational skills

Tools

CRM software

Microsoft Office

Job description

RA Dalton offers a competitive salary package along with additional benefits including:

• Private medical insurance
• Company Pension Plan
• Bonus Scheme / Annual Profit-Sharing Scheme
• Company Events
• Free parking / On-site parking
• Workwear provided
• Training and development
• Opportunities for professional growth

Job Description

RA Dalton is seeking an experienced, professional and customer-focused Key Account Manager to join our commercial team and support the ongoing growth and development of our national customer base.

This role is responsible for managing and developing relationships with key commercial accounts, ensuring customers receive exceptional service while identifying opportunities to strengthen existing partnerships and support business growth. The successful candidate will act as the primary point of contact for a portfolio of key clients, coordinating service delivery, maintaining regular communication and ensuring customer requirements are met efficiently and professionally.

Working closely with the Operations, Servicing and Senior Leadership teams, you will help deliver a seamless customer experience while supporting account retention, contract management and the expansion of services within existing customer accounts.

This position would suit a highly organised individual with excellent communication skills, strong commercial awareness and a passion for building long-term customer relationships.

Company Overview

RA Dalton Ltd is the national leader in off-mains drainage solutions. While proud of our heritage as a family-run business, we continue to grow and innovate across the UK. Our employees are at the heart of everything we do, and this role offers the chance to join a dedicated, professional and friendly office team within a business that values quality, reliability, and teamwork.

General Responsibilities

• Manage and develop relationships with a portfolio of key commercial accounts.
• Act as the primary point of contact for customers, ensuring an exceptional level of service and support.
• Build and maintain strong relationships with key stakeholders and decision-makers within customer organisations.
• Coordinate customer requirements with operational and service teams to ensure efficient service delivery.
• Manage customer enquiries, service requests and account-related matters in a timely and professional manner.
• Monitor account activity and ensure contractual obligations and service agreements are fulfilled.
• Maintain accurate customer records, service histories and account documentation within company systems.
• Utilise customer portals and internal systems to manage work orders, service requests and account information.
• Coordinate planned servicing, maintenance schedules and project requirements with internal departments.
• Proactively identify opportunities for upselling and cross-selling additional services where appropriate.
• Conduct regular account reviews to assess customer satisfaction, service performance and future requirements.
• Support contract renewals and assist in securing long-term customer retention.
• Prepare reports on account performance, customer activity and service delivery metrics.
• Resolve customer concerns efficiently, working closely with operational teams to achieve positive outcomes.
• Collaborate with the Commercial and Business Development teams to identify growth opportunities within existing accounts.
• Support tender submissions, framework agreements and customer account documentation where required.
• Attend customer meetings, site visits, exhibitions and industry events as required.Represent RA Dalton professionally and positively at all times.

The duties outlined above are not intended to be exhaustive and may change as business requirements evolve.

Requirements & Skills

• At least 5 years experience within a Key Account Management, Account Management, Customer Relationship Management or Commercial Support role.
• Excellent communication and interpersonal skills with the ability to build strong professional relationships.
• Strong customer service focus and commitment to delivering exceptional customer experiences.
• Proven ability to manage multiple customer accounts and priorities effectively.
• Excellent organisational and time management skills.
• Strong commercial awareness and understanding of customer needs.
• Experience maintaining accurate customer records, documentation and account information.
• Competent in Microsoft Office applications including Outlook, Word and Excel.
• Ability to work independently and collaboratively within a team environment.
• Strong problem-solving and conflict-resolution skills.
• Professional, proactive and customer-focused approach.
• Ability to maintain confidentiality and professionalism at all times.
• Previous experience within the water, wastewater, drainage, utilities or environmental services sectors.
• Experience using CRM systems, client portals or account management software.
• Knowledge of service scheduling, maintenance coordination or operational service delivery.
• Experience supporting contract management and renewal processes.
• Understanding of tender submissions, framework agreements and commercial documentation.
• Experience managing national or multi-site customer accounts.
• Familiarity with compliance requirements within service-led industries.

RA Dalton is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Note: This job description is intended to convey information essential to understanding the scope of the Key Account Manager position and is not intended to be an exhaustive list of responsibilities or duties. The company reserves the right to modify the job description as required.