Key Account Manager (Mainly London & South East)

Package: Basic Salary + Commission + Car / Car Allowance + Benefits

As a Key Account Manager in our Central Services Team, you’ll own the relationship with a portfolio of Kendra’s most important Central Services clients. Retaining and growing these accounts by making sure our Building Performance Services deliver measurable results: lower energy use, reduced carbon and better-performing buildings, while identifying where further services could add value. Working closely with operations, you’ll be the client’s primary point of contact and their voice inside Kendra.

Key Responsibilities

Client Relationships

• Act as the primary point of contact for your key accounts, building trusted, long-term relationships with stakeholders at every level, from site teams to senior executives.
• Understand each client’s business objectives, estate, and energy and net zero goals, and align Kendra’s services to support them.
• Hold regular client business reviews to review performance, agree priorities and plan ahead.
• Represent the voice of the customer internally, making sure client feedback shapes our services, propositions and processes.

Account Growth & Commercial

• Develop and deliver an account plan for each key account, setting out retention, growth and relationship objectives.
• Identify opportunities to extend our services within existing accounts, bringing in specialists from other Kendra business lines where needed.
• Lead bids and prepare compelling proposals, presentations and reports, including building surveys and BEMS upgrade or enhancement proposals.
• Own contract renewals and commercial negotiations, protecting margin while securing long-term agreements.
• Keep an accurate pipeline and forecast for your accounts in the CRM system.
• Support the finance team in resolving invoice queries and collecting overdue payments across your accounts.

Service Delivery Oversight

• Make sure work sold is profitable and deliverable, and is handed over to operations clearly and on time.
• Stay in regular contact with operations so you understand service performance and upcoming deliverables for your clients.
• Monitor service performance against contract and SLA commitments, escalating issues when needed to maintain service excellence.
• Review lessons learned from projects and contracts to improve how we sell and deliver.

Risk, Issues & Escalation

• Identify risks to service delivery or the client relationship early, and put mitigation in place.
• Act as the formal escalation point for client complaints on your accounts, owning them through to resolution.
• Work between clients and internal teams to resolve issues quickly and fairly.

Reporting & Market Insight

• Track and report on account revenue, margin, renewals, pipeline and customer satisfaction.
• Give leadership regular updates on account health, risks and growth potential.
• Keep up to date with building controls technology, energy and carbon regulation (e.g. MEES, SECR, ESOS, Part L), competitor activity and bring new ideas to your clients.

Measures of Success

• Account revenue and gross margin against target.
• Contract renewal and client retention rates.
• New sales and additional services won within existing accounts.
• Pipeline value and forecast accuracy.
• Customer satisfaction and complaint resolution times.
• Aged debt / debtor days across your accounts.

General Responsibilities

• Work towards your agreed KPIs, targets and personal development objectives.
• Take part in regular 1:1s and annual appraisals.
• Share your technical and commercial knowledge with colleagues to support their delivery and development.
• Identify your own training and development needs and discuss them with your manager.
• Follow Kendra’s health and safety procedures at all times, including when working on client sites.
• Work within the company’s policies and procedures at all times.

Essential Skills, Knowledge and Experience

• A technical background in BEMS / building controls (e.g. as a BEMS engineer, commissioning engineer or applications engineer).
• Able to survey a building and develop a proposal for a BEMS upgrade or enhancement.
• Good knowledge of building services and HVAC.
• At least 3 years’ experience in a sales, commercial or account management role, managing client relationships.
• A track record of growing accounts and achieving financial targets.
• A confident negotiator, able to influence senior client stakeholders.
• Strong written and verbal communication skills, including writing proposals and presenting to clients.
• Able to manage several accounts and priorities at once.
• Full UK driving licence and willingness to travel to client sites.
• Eligibility to work in the UK.

Desirable

• Experience with leading BEMS platforms (e.g. Trend, Tridium Niagara, Schneider Electric).
• Knowledge of energy management, energy analytics or net zero services.
• Understanding of relevant regulation such as MEES, SECR, ESOS and Part L.
• Experience leading bids or tenders, including public sector frameworks.
• A relevant qualification, such as an HNC / HND in building services or electrical engineering.

Personal Qualities

• Proactive, positive and driven, with high personal standards.
• A collaborative team player who works well across departments.
• Analytical and solution-focused, able to turn data into practical recommendations.
• Honest, approachable and committed to doing the right thing for clients.
• Motivated by helping clients reduce their energy use and carbon emissions.

Location and Working Pattern

• Hybrid role, working at client sites (mainly London and the South East), our Sittingbourne office and from home.
• Based in London, or within easy reach of London and Sittingbourne.

This role description is not exhaustive. It will be reviewed periodically and may be amended to meet the changing needs of the business. The post holder will be expected to take part in this process, and we will aim to reach agreement on any changes.

Kendra Energy Solutions is an equal opportunities employer. We welcome applications from people of all backgrounds and will make reasonable adjustments throughout the recruitment process.

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