Key Account Manager – CMS & ESN

About The Role

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 commitments. 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.

Key Accountabilities

What You’ll Be Doing

• 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.

Strategic Account Management

• 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.

Customer Relationship Management

• 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.

Commercial Ownership

• 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

CMS & ESN Programme Interface

• 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.

Cross-Functional leadership and interface

• 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.

Risk & Escalation Management

• 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.

What You’ll Bring

• Degree level qualification, or Advanced Apprenticeship supported by Professional Development (desirable)
• Experience of leading contract negotiations for long term partnerships through to a successful conclusion in a technical environment
• Proven experience of business development activity to achieve revenue targets and budgets and drive opportunities through to completion
• 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 assessing complex stakeholder relationships with the ability to present effectively and build relationships with C-Suite and Board level stakeholders
• Demonstrate strong commercial contractual experience (negotiate contracts), financial management skills, financial…