Key Account Manager

This role is first and foremost about customer retention and growth across a portfolio of large, regulated-sector customers. The successful candidate will be an experienced strategic account manager who is confident operating at senior and executive level, able to protect existing revenue, strengthen relationships, and expand their use of Restore Information management’s solutions, drawing on strong prior experience of SaaS, digital workflow and digitisation platforms. 

You will already be comfortable owning complex accounts where service delivery, contract management, stakeholder alignment and commercial discipline are critical. This role requires experience, judgement, and the ability to lead internally on behalf of the customer. 

Key Priorities for the Role 

1. Customer Retention & Relationship Strength 

• Own retention for a portfolio of strategic accounts, ensuring customers remain loyal and confident in Restore Information Management as a long-term partner. 

• Build trusted, senior-level relationships and maintain strong engagement throughout the contract lifecycle. 

• Anticipate risk early, manage dissatisfaction proactively, and lead resolution when issues arise. 

2. Strategic Account Planning 

• Develop and execute robust account plans with clear objectives for retention, growth, and service improvement. 

• Maintain a deep understanding of each customer’s organisation, sector pressures, regulatory environment, and future direction. 

• Review account plans regularly, with clear actions supported by disciplined monthly tracking. 

3. Commercial & Contract Ownership 

• Own contractual understanding for each account, ensuring services, pricing and change control align with agreements. 

• Lead renewal strategy, commercial discussions and negotiations, protecting margin while delivering customer value. 

• Ensure accurate forecasting, pipeline management and governance. 

4. Sustainable Growth 

• Identify, shape and convert opportunities for digital solutions, digitisation and adjacent services within existing accounts. 

• Work closely with Solutions and Pre-Sales teams to develop compelling, value-led customer proposals. 

• Focus on profitable, sustainable growth rather than one-off sales activity. 

5. Service Oversight & Internal Leadership 

• Act as the primary escalation point for service delivery concerns within accounts. 

• Coordinate internal teams across operations, customer services, finance and technology to ensure contractual commitments are met. 

• Represent the customer internally and hold teams aligned to agreed outcomes.

Experience & Background (Essential) 

 The role requires prior experience.

• A proven track record as a Key Account / Strategic Account Manager within a digital, SaaS, IT, or technical solutions environment 

• Experience managing multiple complex, high-value customer relationships 

• Strong background in customer retention, renewal and commercial negotiation 

• Experience working with regulated sectors (e.g. financial services, professional services, legal, insurance, private healthcare) 

• Ability to operate confidently with senior and executive stakeholders 

• Experience supporting tenders, contract renewals and proposals 

• Evidence of delivering sustainable revenue growth 

Skills & Capabilities

• Strong commercial and negotiation skills 

• Clear, confident communicator with strong presentation ability 

• Structured, organised and highly disciplined in account management 

• Proactive, resilient and solutions-focused 

• Comfortable working cross-functionally and influencing without authority 

Technical Skills

• Comfortable positioning digital, SaaS and workflow solutions (strong commercial and use-case understanding is essential) 

• Strong CRM discipline and data accuracy 

• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)