Key Account Director

The Key Account Director is responsible for the strategic leadership, growth, and retention of a high‑value portfolio of enterprise customer(s). This role serves as the primary executive interface between the company and its most critical clients, ensuring long‑term partnerships, revenue expansion, and alignment with customer business objectives. The ideal candidate combines commercial acumen, executive presence, and cross‑functional leadership to deliver sustainable growth while navigating complex, global organizations.

Is responsible for full, end-to-end ownership of account service delivery, client relations, and profit/loss. KAD will lead a team responsible for delivering high-quality, cost-effective facilities management services that align with our customer’s business strategy. Responsible for operational excellence, client satisfaction, organic growth, team leadership, and ensuring compliance with ISS standards, safety and client compliance. Fosters strong client relationships, stake holder management, and delivering both company and client imperatives. Ensures all functions, initiatives, and priorities support the customer’s overall business strategy. Drives continuous improvement, optimize performance, meet contract obligations, and create client retention and satisfaction programs. Will also identify and leverage innovative initiatives and best practices with a constant focus on driving client success.

Key Responsibilities

Strategic Account Leadership

Own end‑to‑end strategy for single or multiple Tier‑1 enterprise accounts, aligning customer objectives with company capabilities.
Develop and execute multi‑year account plans focused on retention, share‑of‑wallet growth, and long‑term partnership development.
Act as a trusted advisor to C‑suite and senior executive stakeholders within customer organizations.
Partner with teams across ISS to deliver and meet client needs.

Executive Relationship Management

Establish deep, multi‑level relationships within customer organizations, including economic buyers and influencers.
Lead and facilitate executive business reviews, aligning performance metrics, strategic priorities, and joint growth initiatives.
Navigate and resolve high‑impact escalations with professionalism and credibility.

Revenue Growth & Financial Performance

Deliver annual revenue targets across portfolio, including growth, renewal, and expansion goals.
Identify and convert opportunities for upsell, cross‑sell, and solution expansion across complex buying centers.
Forecast revenue accurately and manage pipeline health in partnership with Sales Operations and Finance.

Cross‑Functional Orchestration

Lead and influence matrixed internal teams (Sales, Product, Operations, Marketing, Customer Success, Finance, Legal).
Ensure seamless delivery, issue resolution, and ongoing value realization for customers.
Serve as the voice of the customer internally to influence product strategy and innovation.

Risk Management & Retention

Proactively identify risks to revenue, satisfaction, or retention and implement mitigation plans.
Maintain strong customer health indicators, contract compliance, and renewal performance.
Ensure commercial integrity, governance, and adherence to contracting and compliance standards.

Qualifications & Experience

Required

Bachelor’s degree required; MBA or advanced degree preferred
12+ years of experience in enterprise sales, key account management, or strategic customer leadership
Proven experience managing large, complex account portfolios ($50M+ revenue) within a Fortune 500 / enterprise environment
Proven leader of high performing teams
Demonstrated success selling and managing multi‑stakeholder, solution‑based engagements
Strong financial acumen, including P&L understanding and deal structuring

Preferred

Experience working with global or multinational accounts
Background in navigating matrixed, complex organizations
Experience leading without direct authority across functions

Core Competencies

Strategic thinking and long‑range planning
Executive communication and presence
Commercial negotiation and deal leadership
Customer advocacy and relationship depth
Data‑driven decision‑making
Influence and collaboration in matrixed environments
Change leadership and ambiguity management

Success Measures

Achievement of revenue growth, retention, and margin targets
Expansion of share‑of‑wallet within assigned accounts
Strength and depth of executive customer relationships
Customer satisfaction, loyalty, and renewal outcomes
Accuracy of forecasting and account planning

Success Criteria

To build and grow the account and organization with an entrepreneurial mindset
Be able to anticipate client needs, deliver on those needs and exceed expectations
Identify opportunities and solve for deficiencies before they become long term issues
Ability to adapt and pivot at a moment’s notice in a fast paced and demanding environment
Being knowledgeable on current trends in FM, Facilities Management and Food industry

Key Areas of Collaboration and Influence

Develop, manage agendas, and lead weekly management team meetings using provided online tools
Ability to effectively communicate, motivate and interact with all levels within the organization to help build and speak to the culture of ISS
Creating and developing relationships with local vendors, other department leads and individuals
Managing client and customer relationships

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

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.

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 $229000.00 - $294000.00 . Final compensation will be determined based on experience and skills and may vary from the range listed above.

To Executive Search Firms and Staffing Agencies: ISS Facility Services / Guckenheimer does not accept unsolicited resumes from agencies. All unsolicited resumes will be considered ISS Facility Services / Guckenheimer property, and ISS Facility Services / Guckenheimer will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the ISS Facility Services / Guckenheimer Human Resources Talent Acquisition Department.

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 positively influence the market wherever we operate.