Key Account Manager

About ISS:

ISS, a leading workplace experience and facility management company, provides placemaking solutions that contribute to better business performance and makes life easier, more productive and enjoyable – delivered to high standards by people who care. ISS Facility Services India Private Limited, headquartered in Mumbai, a subsidiary of the Denmark-based global facility management services and workplace experiences leader ISS A/S (ISS Group) is present in more than 30 countries.

ISS started its operations in India in 2005 and has grown to more than 41,000 employees. We leverage our unique self-delivery model of Integrated Facility Management (IFM), high standards of compliance, health and safety, and ability to enhance brand reputation to create a huge difference in the market. We use a combination of data, insights, technology and service excellence to deliver experiences at offices, factories, airports, hospitals, etc. across the country. Our customers choose us because we create, manage and maintain environments that make life easier, more productive and enjoyable.

Great Place to Work® has ranked ISS India for 4th consecutive year of recognition. ISS India has climbed to the 7th position in 2024 and our 3rd time in the coveted TOP 10, reaffirming our dedication to nurturing a High-trust, High-Performance culture.

Purpose:

The key account management role is to ensure a strategic partnership with the customer by leveraging the ISS scale and a deep understanding of the customers’ business and purpose, thus creating value for the customer and at the same time ensuring retention and growth of the customer.

Key Responsibilities:

• Taking full leadership of all accountabilities towards the customer including leadership of people and financial resources to maintain budgetary control and profitability (P&L)
• Driving a strategic customer focus by ensuring that customer information is structured in a proper and easy assessable way in the ISS business tools using the ISS Account Development Process and Plan translating business insights and customer needs to relevant propositions and solutions (across regions/sites)
• Drive continuous stakeholder management to ensure that both customer stakeholders and internal stakeholders are all aligned on the customer promise with the account development plan as focal point
• Ensuring engagement by communicating in a tangible and concrete way to everyone, what the promise to the customer means for each individual and their role in delivering on that promise – e.g. what does delivering compliance look like for a service professional
• Ensuring the right competencies are in place to deliver on the promise to the customer; setting the team through recruitment, development and successor planning.
• Optimization and enhancement of service delivery and operations while ensuring commitment and compliance to the related requirements as dictated by local law, requirements of local governing bodies and Customer and ISS policies full process compliance to OPF and service excellence meeting with customer needs.

Desired Experience:

• FM industry or experience from service-industry
• Experience working in a large organization with several stakeholders with differing expectations and needs
• Experience with budgeting, financial management, reporting and performance management
• Experience with SLA management and KPI reporting
• Resilient and bounces back quickly from setbacks
• Influencing – a natural leader and enjoys having responsibility of others, can sell to others
• Communicative – has a wide network, can maintain relationships
• Decisive and action oriented
• Learning agility: Learn from experience and leverage those lessons when facing a novel situation
• Find solutions to complex problems