Key Account Manager (CMS & ESN)

• Accountable for managing growth, governance and overall customer relationship management of the company’s three MNO strategic accounts across CMS and ESN programme and portfolio
• Acting as the customer interface, (internal & external) the role will own stakeholder relationships, commercial performance, contract governance, and customer satisfaction across all MNO accounts. This role will serve as the primary commercial customer-facing interface for CMS and Emergency ESN programme activities, ensuring alignment between customer expectations, commercial objectives, and delivery commitment
• The role is accountable for protecting and growing revenue, driving customer retention, identifying new business opportunities, and ensuring successful execution of critical programmes and services
• Strategic ownership of MNO customer relationships
• Revenue growth and retention
• Customer satisfaction and executive stakeholder engagement
• Governance and contractual compliance
• Successful customer interface for CMS and ESN programmes
• Pipeline development and business growth
• Escalation management and issue resolution
• Delivery of agreed commercial and operational objectives
• Develop and execute strategic account plans for all MNO customers
• Build trusted relationships with executive, commercial, operational, and technical stakeholders
• Represent the company at executive governance forums, steering committees, and quarterly business reviews
• Lead all aspects of customer engagement across the MNO portfolio
• Develop multi-level stakeholder relationships across commercial, operational, technical, and executive functions
• Ensure customer satisfaction targets are achieved and improvement plans are implemented where required
• Facilitate executive engagement programmes and strategic workshops
• Deliver revenue growth, margin improvement, and customer retention objectives
• Lead commercial negotiations including contractual changes, CCNs, renewals, and new service agreements
• Maintain revenue forecasting accuracy and pipeline visibility
• Identify new growth opportunities
• Act as the primary customer relationship lead for all CMS and ESN-related activities
• Provide customer engagement and governance support across programme delivery
• Ensure alignment between programme commitments, contractual obligations, and customer expectations
• Support resolution of programme risks, delivery challenges, and commercial matters
• Management of programme governance boards and strategic reviews
• Align internal stakeholders behind customer objectives and business priorities
• Promote collaboration between account management, service delivery, engineering, operations, and programme teams
• Ensure clear ownership and accountability for all customer commitments
• Identify strategic, commercial, operational, and contractual risks
• Develop mitigation plans and drive resolution of critical issues
• Manage customer escalations through to successful closure
• Ensure contractual obligations and governance requirements are maintained

Benefits

• Medical, Dental & Vision Coverage
• Employer Paid Short-Term and Long-Term Disability
• Domestic Partner Coverage When Possible
• HSA Plan Option with High Contribution
• 401(k) with 4% Match
• Flexible PTO Plan for Salary Employees
• Generous Standard PTO for Hourly Employees
• Education Reimbursement Stipend
• 9 paid company holidays

• Experience assessing complex stakeholder relationships with the ability to present effectively and build relationships with C-Suite and Board level stakeholders
• Experience working in telecommunications and a good understanding of the technical landscape to translate customer requirements into reality
• Experience in strategic sales methodologies and techniques, bid writing, negotiating skills structured sales processes and formal RFP processes
• Experience of building long-term, quality customer relationships and navigating the negotiating cycle with maturity and a partnership ethos
• Experience of leading contract negotiations for long term partnerships through to a successful conclusion in a technical environment
• Degree level qualification, or Advanced Apprenticeship supported by Professional Development (desirable)
• Proven experience of business development activity to achieve revenue targets and budgets and drive opportunities through to completion
• Demonstrate strong commercial contractual experience (negotiate contracts), financial management skills, financial / economic modelling understanding (can read and translate financial models)
• Experience working with engineering and project management processes, costs and typical pricing models