ISS provides high quality facility services which includes facilities management; cleaning & hygiene services; maintenance and building services; catering; security; landscaping and a wide range of other tailor-made services for customers throughout the Public and Private Sectors. The customer's account is a high-profile global account for ISS and part of the delivery involves dedicated environmental management across the five regions: UK, EMEA, APAC, India, and the Americas. The ISS Group was founded in Copenhagen, Denmark in 1901 and has grown to become one of the world's leading Facility Services companies with presence in over 30 countries. ISS, today, is the world's fourth largest private employer serving thousands of both public and private sector customers. ISS India has been operating since 2005 and has grown to over 40,000 employees. With over 1,000+ clients, managing 180 million square feet of blue- chip facilities, serving over 750k+ meals per day, securing and guarding over 2500 facilities, we have a presence in 150+ cities across 21 States. ISS India is today a significant player in the Facility Management & Professional Services industry in India
Company profileJob Summary:
The Key Account Manager (KAM) is responsible for maintaining and growing relationships with key clients in the Facility Management (FM) industry. This role focuses on ensuring customer satisfaction, identifying business opportunities, and optimizing service delivery. The KAM acts as the primary point of contact between the company and its key accounts, ensuring smooth operations and strategic alignment with client needs.
Key Responsibilities:
Client Relationship Management:
Develop and maintain strong relationships with key clients.
Serve as the primary contact for client inquiries, issues, and escalations.
Conduct regular meetings and site visits to assess service quality and client satisfaction.
Service Delivery & Operations:
Coordinate with internal teams (operations, procurement, and finance) to ensure efficient service delivery.
Monitor and ensure compliance with SLA (Service Level Agreements) and KPI (Key Performance Indicators).
Address and resolve operational challenges proactively.
Business Growth & Account Expansion:
Identify upselling and cross-selling opportunities for additional FM services (e.g., cleaning, security, MEP, landscaping, HVAC, etc.).
Develop strategic plans for key accounts to drive business growth.
Collaborate with the sales and business development teams to acquire new contracts.
Financial & Contract Management:
Manage contract renewals, negotiations, and pricing strategies.
Ensure timely invoicing and collections, addressing any billing concerns.
Monitor account profitability and budget adherence.
Reporting & Data Analysis:
Prepare client reports, performance reviews, and progress updates.
Analyze customer feedback and implement continuous improvement strategies.
Keep track of market trends, competitor activities, and industry best practices.
Key Requirements:
Education & Experience:
Bachelor’s degree in Business Administration, Facilities Management, Engineering, or a related field.
10+ years of experience in key account management, business development, or client servicing within the facility management industry.
Skills & Competencies:
Strong customer relationship management and negotiation skills.
Deep understanding of facility management services and industry trends.
Excellent communication and presentation skills.
Ability to work under pressure and manage multiple accounts.
Strong problem-solving and analytical skills.
Proficiency in MS Office and CRM software.
Preferred Skills:
Experience working with large corporate clients with Manufacturing background
Knowledge of FM technology solutions, sustainability practices, and cost-saving strategies.
Certifications in Facilities Management (IFMA, BICSc, or similar) are a plus.
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