Key Account Manager - Infrastructure and Services Provider

Hamilton Barnes Associates Limited; Greater Manchester; On-site; GBP 45,000 - 50,000; Full time

Job summary

An established infrastructure provider in the UK is seeking a Key Account Manager to manage strategic customer relationships and ensure exceptional service delivery. This role requires proven experience in Key Account Management and extensive background in Telecoms. The successful candidate will lead customer service reviews, monitor SLAs, and drive performance improvements while collaborating with internal teams. An ideal opportunity for someone looking to influence customer success in a dynamic environment.

Qualifications

• Proven experience in managing strategic customer relationships.
• Ability to monitor SLAs and ensure service delivery standards.
• Experience collaborating cross-functionally to resolve issues.

Responsibilities

• Develop and manage key strategic customer relationships.
• Identify strategic opportunities in the market.
• Lead customer service reviews and present performance insights.
• Support continuous improvement initiatives.

Skills

Key Account Management

Telecoms experience

Driving Licence

Job description

An established infrastructure and services provider is seeking a Key Account Manager to take ownership of strategic customer relationships and ensure outstanding service delivery across major accounts.

This role is ideal for someone who thrives at the intersection of relationship management, operational excellence, and commercial strategy. You’ll act as the dedicated point of contact for high-value clients, working closely with internal operations, service delivery, and product teams to ensure contractual commitments are met, SLAs are upheld, and opportunities for value expansion are continually identified. This is a high-visibility role that offers meaningful influence over customer success, the ability to shape service improvements, and the chance to represent the Voice of the Customer within a rapidly developing organisation.

Interested? Get in touch and apply today!

Responsibilities

• Develop and manage key strategic customer relationships, ensuring exceptional service standards and fast resolution of service issues.
• Understand customer goals and align internal product and service offerings accordingly.
• Identify strategic opportunities in the market to help maintain competitive positioning.
• Collaborate closely with B2B and partner sales teams to maximise order volumes.
• Act as the dedicated point of contact and, when required, embed yourself within customer offices to understand their needs.
• Coordinate delivery of all services, working with specialists across the business.
• Maintain a deep understanding of contractual obligations, ensuring commitments are met.
• Monitor SLAs, act as the Voice of the Customer, and drive internal teams to uphold performance.
• Lead customer service reviews, presenting performance insights, risks, and opportunities.
• Maintain accurate customer records and ensure consistent communication across Teams, email, phone, and face-to-face meetings.
• Coordinate ad-hoc requirements, ensure invoices are validated, and support resolution of queries.
• Work cross-functionally to escalate and resolve fulfilment and assurance issues.
• Support continuous improvement initiatives, participating in workshops and cross-team projects.
• Manage time effectively and deliver tasks within agreed timeframes.

Skills / Must Have

• Proven experience in Key Account Management
• Extensive experience in Telecoms
• Driving Licence

Nice to Haves

• ITIL Foundation or ITIL Service Operations certification.
• Six Sigma Green Belt.
• Understanding of CRM platforms and API-driven data flows.
• Leadership or management experience or qualifications.

Salary

• £45,000-£50,000 Per Annum