Key Account Director

Key Account Director

Key Purpose

Provide leadership to key accounts that are Integrated Facility Services operations in North America. The Key Account Director will work closely with the Lead of the North America IFS Division to align the account for maximum success while upholding the firm’s long-held, core values. Serve as the visible lead director of a specific account within North America and foster a business environment that is both nurturing internally, and competitive with the market externally.

Success Criteria

• Full ownership of account in North America, while working with global leadership to ensure world-class delivery of service(s)
• Ensuring immediate stabilization as a foundation for strong, continuous client relationships
• Account development, sustainability, growth, and retention
• Operational development and account transformation
• High customer satisfaction scores
• A clear vision on solutions and problem solving combined with strong communication skills and the ability to work with people from different backgrounds, cultures, and professional levels
• Providing strong leadership across the accounts
• Ensuring quality and timeliness of service delivery in accordance with contractual terms
• Participating in presentations and negotiations
• Participate and embrace the development opportunities

Key Areas of Collaboration and Influence

• Communicate effectively with colleagues within the Business Unit and across the company so that information is disseminated effectively and participate in project groups and meetings as required
• Promote the IFS model within the ISS community
• Transfer best practice
• Use the account to promote and further develop ISS

Ideal Candidate Experience

• Bachelor’s degree in business or engineering required; Master’s degree is highly preferred
• A minimum of five years (5) in Facility Management or other integrated facilities industries, including a minimum of five (5) years of experience running businesses with direct P&L responsibility is desired
• Manufacturing environment experience preferred
• Proven, visible, open, and engaging leadership style
• Proven experience designing and executing complex business strategies
• Ability to multi-task
• Ability to manage and engage flat organization
• Must possess the highest caliber organizational, planning, and supervising skills
• Must be proficient and experienced in developing comprehensive reports
• Must be decisive and able to make timely yet informed, sound business decisions
• Must possess strong written and verbal communication skills and be a clear, strategic thinker
• Ability to interpret complex data and translate it into actionable, profitable business results
• Ability to uphold the highest ethical standards. Must be an executive of high integrity
• Strong business acumen and financial savvy
• Results-driven
• Effective, professional negotiation skills
• Ability to understand complex relational dynamics and navigate professionally and effectively

Key Accountabilities

• Meet on a regular basis with key customers, partners, and vendors to build strong relationships; continually serve as a visible and accessible resource for them at all times
• Set short- and long-term goals and define the strategies and design the roadmap for achieving them. The KAM will be directly involved in preparing budgets
• Identify and implement sound, profitable business strategies and best practices for the account
• Conduct routine meetings with department heads and stakeholders to review the corporate goals and clearly communicate the target objectives
• Ensure all team members are equipped for and engaged with the vision of being the world’s greatest service organization
• Lead a specific account within the North American business model and serve as account’s most highly visible company executive with customers and partners
• Lead the implementation of new innovations at the account and share with the North American team.
• Assist in designing the KAM strategic road map – incorporating all budgeting and milestones – and then, lead the plan to successful implementation
• Lead the preparation and management of all account budgets
• Assess talent across the entire account business and establish go-forward plan with respect to mentoring and monitoring key staff and measuring and evaluating their performance according to mandated standards
• Establish succession plans for KAM roles and continually groom new talent for future development and leadership assumption
• Meet on a routine basis with the sub-account and corporate leadership teams to review activity and financial performance and compare them with the targeted business plan
• Maintain quality protocol and meet regularly to review and re-review standards as necessary

Physical Demands & Work Environment

• Long working days
• Sitting at a computer for 50% of the time
• Walking/Inspecting the site 50% of the time
• Must be able to lift a minimum of 10 pounds
• Must be able to work under pressure and time deadlines during peak periods

ISS offers full-time employees a variety of benefits, including medical, dental, life, and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $190,000 per year - $224,000 per year . Final compensation will be determined based on experience and skills and may vary from the abovementioned range.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to influence the market positively wherever we operate.