Security Account Manager

The Keyholding Company; City Of London; Hybrid; GBP 45,000; Full time

Job summary

A leading security services firm in London is seeking an experienced Account Manager to oversee key accounts and ensure exceptional service delivery. The role involves building relationships, managing inquiries, and supporting client needs. The ideal candidate will have a background in customer service or account management within the security sector and possess strong communication skills. This full-time position offers a salary of £45,000 p/a and a flexible working arrangement.

Benefits

Salary of £45,000 p/a

Discretionary bonus scheme

Personalised career development plans

Salary sacrifice pension scheme

Employee Assistance Program

Regular social events

Qualifications

• At least 3 years' experience in customer service management / account management roles in the security industry.
• Evidence of strong operational experience and knowledge.
• Strong organizational skills and attention to detail.

Responsibilities

• Develop solid and trusting relationships with clients.
• Act as an escalation point for key client queries, issues, and complaints.
• Conduct training with clients to ensure technology is optimized.
• Ensure communication between clients and internal teams is seamless.

Skills

Customer service management experience

Excellent communication skills

Organizational skills

Experience with CRM software

Ability to manage stress

Tools

Zendesk

Salesforce

HubSpot

MS Office

Job description

We are a digitally transformed, tech-enabled security services company with an innovative digital service. We strive to make a real difference to the safety and security of our clients by helping them make intelligent decisions based on insightful data.

Known for our flexibility, rapid response, and tech-led approach, we collect thousands of data points in our smart security platform - a job booking, data analysis and access management that helps reduce risk, and bring businesses into the 21st century.

We're seeking a skilled Account Manager to join our team. In this key role, you'll oversee the service of our key accounts, optimising performance and engaging clients with our services.

Working closely with the Strategic Account Director, internal stakeholders and Service Partners, you will act as the lead point of contact for the client, proactively managing their account, building rapport and ensuring their needs are met resulting in exceptional service.

What's in it for you

• Salary of £45,000 p / a and a discretionary bonus scheme rewarding high performance.
• Fulltime, permanent, and flexible working basis (can WFH but must have the flexibility to travel into our London Offices weekly / fortnightly and UK travel when required).
• Benefit from personalised career development plans through our My TKC Journey initiative.
• Auto-enrolment into our salary sacrifice pension scheme, 24 / 7 confidential Employee Assistance Program, and a voluntary health cash scheme starting at £1 per week.
• Regular social events, monthly team days, and an exercise club to keep you connected and active.
• Fast paced and exciting role, no two days are ever the same.

You're role

• Develop solid and trusting relationships between clients, taking time to build rapport and understand what is most important to your client
• Be an escalation point for key client enquiries, issues, and complaints.
• Proactively share client data, accountprogressand updates through monthly client videos
• Responsible for managing and updating the client account tracker
• Conduct training with clients where needed to ensure our technology is always optimised
• Ensure clients mobilisation and sales are being prioritised and meeting SLAs
• Support with strategy, championing new products and initiatives
• Anticipate key account changes and propose improvements through analysing client data
• Monthly client invoice checks
• Ensure communication between your key clients and internal teams are seamless
• Plan and present quarterly meetings with your client
• Identify, co-ordinate and participate in continuous improvement initiatives.
• Represent The Keyholding Company and uphold our values through your meetings and communication with your client

What we're looking for

• At least 3 years' experience in customer service management / account management roles in the security industry (FM / Mobile Services / Guarding / Systems)
• Evidence of strong operational experience and knowledge
• The ability to remain calm and patient in stressful situations, work under pressure and resolve issues in challenging situations
• Excellent people and communication skills (written and verbal)
• Experience with CRM software (e.g. Zendesk, Salesforce or HubSpot) and MS Office
• Experience delivering client-focused solutions to customer needs
• Excellent listening and presentation abilities
• Confident at prioritising and delegating
• Self-motivation to be able to make quick decisions
• Strong organisational skills and with evidence on being able to pay attention to detail
• Excellent customer relationship, influencing and interpersonal skills
• Can do attitude and high levels of determination

Why join TKC?

At TKC, we value diversity and inclusivity. We're committed to creating a workplace where everyone feels valued and can thrive. As part of our team, you'll enjoy a supportive environment, opportunities for growth, and the chance to make a real difference.

We are keen to hear from candidates from a broad range of backgrounds and experiences and are excited about learning from you, as much as we know you can learn from us.