Key Account Manager

Job Purpose

This role is all about relationships. At Ligtas, we believe real safety starts with real people, not policies. As a Key Account Manager, your purpose is to build long-term trust with our most valued clients and help them get maximum value from our consultancy and training services.

You’ll be their main point of contact; someone who understands their challenges, anticipates what’s next, and connects them with practical, expert support. Through proactive engagement, tailored solutions, and joined-up service, you’ll help every client feel heard, helped, and safe.

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The Role

You’ll manage a portfolio of high-value client accounts, primarily in property, compliance, and public sector environments. You’ll act as a strategic partner, not a transactional supplier.

Your focus will be on:

• Retention – Ensuring clients stay with us because they want to, not just because they’re under contract
• Growth – Identifying where we can solve more of their problems with consultancy, training or tech
• Experience – Making every interaction feel professional, human, and consistent

This is a client-facing role that requires smart thinking, strong coordination skills, and a grounded commercial mindset. You’ll work closely with Sales, Scheduling, Consultancy, Marketing, and Finance to ensure a seamless service across every touchpoint.

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Key Tasks & Activities

Client Relationship Management

• Act as the main point of contact for your clients—approachable, knowledgeable, reliable.
• Build long-term partnerships that go beyond “checking in”—listen, understand, and advise.
• Run structured quarterly account reviews with clear actions and insights.

Revenue Retention & Growth

• Identify opportunities to introduce new services—consultancy, fire, legionella, training.
• Work toward growing clients from 2.5 to 4+ services each
• Track client spend against expectations and flag any risks early.

Operational & Commercial Delivery

• Collaborate with internal teams to ensure smooth service delivery and minimal disruption.
• Ensure client-specific requirements are logged in the right places (CQP / ODB).
• Proactively input  work into HubSpot.

Reporting & Systems

• Use HubSpot and Supernormal to log meetings, insights, and next steps.
• Prepare clear reports for clients showing performance, progress, and improvement opportunities.
• Help finance resolve credit/debt issues with clients in a timely and professional way.

Collaboration

• Support the bid and proposal process for strategic clients where relevant.
• Feed insights into the wider sales and marketing strategy—what’s landing, what’s needed.
• Represent Ligtas at relevant events, training days, or networking opportunities.

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Core Competencies

• Proven experience in key account management, client success, or consultative selling
• Strong commercial understanding and confidence around revenue targets
• Comfortable navigating complex organisations and multi-stakeholder accounts
• Professional and personable, clear communicator with emotional intelligence
• Highly organised with a methodical, proactive approach to follow-up and reporting
• Familiarity with CRM tools (HubSpot ideal), proposal software (e.g. Better Proposals), and modern client engagement

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Education

• 5 GCSEs including Maths and English (minimum)
• Prior experience in consultancy, training, health & safety, or compliance sectors is preferred
• Experience using HubSpot or equivalent CRM is desirable

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Key KPIs for the Role

• Client-specific instructions accurately recorded in HubSpot, CQP or ODB
• Client plans in place for each account—reviewed quarterly, with logged actions
• Opportunities for additional services logged and tracked per quarter
• Debtors reduced in collaboration with finance
• Client satisfaction measures (CSAT/NPS) or anecdotal feedback via reviews
• Revenue retention and account growth targets met