National Account Manager The purpose of a Fire & Security Account Manager is to act as the customer’s knowledgeable, experienced, and trusted advisor. We must ensure the customer is safe, compliant, satisfied, and receiving value for money, whilst protecting, retaining, and growing the account commercially through excellent service delivery and client relationship management.
Better places, thriving communities. National Account Manager The purpose of a Fire & Security Account Manager is to act as the customer’s knowledgeable, experienced, and trusted advisor. We must ensure the customer is safe, compliant, satisfied, and receiving value for money, whilst protecting, retaining, and growing the account commercially through excellent service delivery and client relationship management.
Job Objectives And Responsibilities
- To work as a member of the Mitie Fire & Security Systems Sales & Operations Management teams supporting National Client Accounts and working closely with Sales, Service Desk and Project teams to ensure contract retention and growth.
- To own the overall quality of service delivery for the contract ensuring account longevity, maximisation of account potential and financial improvement, by ensuring we meet the customers contractual obligations for delivery of PPM, Reactive calls and additional Small Works.
- Hold regular Customer meetings to review contractual performance and any agreed KPI’s.
- Provide an escalation point for any service issues and facilitate resolutions. To analyse a problem, generate options and make recommendations in order to arrive at an appropriate solution.
- To develop a forum with each client that captures their strategic fire & security ambitions, to develop client specific solutions and to maximise account potential by converting “whitespace” opportunities.
- Identify upsell/cross‑sell opportunities across fire systems, security systems, monitoring, service & maintenance, and project works.
- Achieve targets, introduce new service lines, maximise account growth and white space penetration. Provide accurate sales forecasts, pipeline reporting, account plans, roadmaps, stakeholder maps.
- Ensure compliance with all Legal and Regulatory requirements and maintain up‑to‑date fire and security product knowledge to support customer requests.
- Improve Customer Satisfaction via professional customer management working with operational colleagues to address any issues. Culture to include continuous improvement and ‘value add’ mentality.
- To understand all allocated account deliverables and their individual business requirements and to work closely with account key contacts to seek feedback and knowledge of future needs and requirements.
- To engage with correct key stakeholders who hold fire & security responsibilities to ensure we align with their strategic needs and share new products and solutions.
- Monitor changes in fire safety legislation, security technology trends, and emerging client needs.
- To manage renewals of allocated accounts and take responsibility for the account renewal process ensuring contract margins are maximised. Undertake commercial negotiations and pricing amendments and agree long-term framework agreements.
Person Specification
- Good understanding of fire alarm, suppression, intruder, CCTV, access control, and compliance products, services, and frameworks.
- Excellent client relationship skills with the ability to communicate effectively with clients, peers and the leadership team.
- Proactive and solution‑focused. Strong sense of ownership and accountability.
- Strong analytical skills to use information and data to monitor and report progress, explain success and support and measure the effectiveness of business decision making.
- Good commercial acumen and excellent negotiation skills.
Our market-leading offering provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans. When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices! We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie). We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000! Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .
Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
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