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. What You’ll Be Doing   Key Accountabilities 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…