Strategic Account Partner - Client Success & Operations

Ground Control

Billericay

On-site

GBP 35,000 - 55,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Pension scheme

Private GP service

Life insurance

Subsidised gym membership

Holiday buy scheme

Inclusive workplace

Job summary

Ground Control is seeking an Account Manager to own a portfolio of clients within our Winter Maintenance and Client Services division. You will act as a trusted partner, retain and strengthen key accounts, and drive exceptional customer experiences.

You will oversee client relationships, lead regular reviews, manage escalations, and collaborate with Operations, Finance and other teams to ensure seamless service delivery. A full UK driving licence and occasional travel are required.

Qualifications

Proven experience in Account Management, Client Services, Customer Success, Service Delivery or a similar relationship-focused role.
Strong customer relationship management skills with the ability to build trust and credibility with stakeholders at all levels.
Experience managing customer queries, complaints or escalations in a professional and solutions-focused manner.
Comfortable working in a fast-paced environment where priorities can change quickly, particularly during peak winter operations.
Strong communication and influencing skills, with the confidence to manage challenging conversations effectively.
Experience managing multiple priorities whilst maintaining high standards of customer service and organisation.
Commercial awareness and the ability to identify opportunities that add value for both clients and the business.
Resilient, proactive and calm under pressure, with a genuine desire to support customers and colleagues.
Experience within facilities management, property services, support services, utilities or other multi-site service environments would be advantageous.
A full UK driving licence and willingness to travel occasionally for client meetings when required.

Responsibilities

Act as the primary contact for a portfolio of clients, building strong relationships that help retain business, resolve challenges and create long-term partnerships.
Lead regular client meetings and account reviews, providing valuable insights and ensuring customers feel supported, informed and engaged.
Take ownership of customer escalations and complex service issues, finding practical solutions that protect relationships and maintain confidence in our service delivery.
Provide guidance and support to Client Service Administrators, helping resolve more complex customer queries and ensuring clients receive a consistent experience.
Work closely with Operations, Finance and internal support teams to deliver a seamless service and ensure customer expectations are met.
Produce client reports, monitor account performance and maintain accurate records, giving customers and stakeholders confidence in the service being delivered.
Identify opportunities to strengthen existing customer relationships and introduce additional services where they add genuine value.
Review trends, customer feedback and performance data to support continuous improvement and help drive positive outcomes across the portfolio.