Key Account Manager

Job Title: Key Account Manager

Basic Purpose:

Bureau Veritas Certification North America is seeking a Key Account Manager to drive strategic growth across our certification client portfolio while maintaining operational excellence for a focused set of assigned accounts. This dual-responsibility role combines hands-on operational management of select client accounts with strategic account management and business development across a broader portfolio of key accounts where day-to-day operations are handled by dedicated operations staff.

This position serves as the bridge between operational execution and strategic growth, requiring both tactical client service excellence and capabilities to expand Bureau Veritas's certification footprint within existing accounts.

Success Profile: The ideal candidate will be a relationship-builder with a growth mindset who can seamlessly shift between tactical execution and strategic thinking. You thrive in ambiguity, enjoy problem-solving with clients, and are motivated by both operational excellence and revenue growth. You're comfortable managing your own book of business while collaborating closely with cross-functional teams to deliver exceptional client experiences.

Key Accountability/Responsibilities:

Strategic Account Management (Primary Focus)

Develop and execute annual growth plans for assigned key accounts, tailored to each client's business needs and expansion opportunities.

Identify upsell and cross-sell opportunities across Bureau Veritas's full certification service portfolio

Attend annual/bi-annual strategic client meetings alongside operations teams to understand client needs, challenges, and growth objectives

Build and maintain C-suite and senior management relationships within key accounts

Collaborate with sales and technical teams to position new service offerings and expand certification scope

Track and report on growth metrics, pipeline development, and revenue expansion within assigned accounts

Partner with operations specialists to ensure seamless client experience during growth initiatives

Operational Account Management

Manage end-to-end certification lifecycle for assigned client accounts

Ensure audit scheduling aligns with certification timelines and client requirements

Coordinate auditor assignments, documentation preparation, and pre-audit logistics

Maintain client satisfaction through proactive communication and issue resolution

Monitor and meet operational KPIs: on-time scheduling, audit completion rates, client satisfaction scores

Maintain accurate client files, contract documentation, and system data integrity

Serve as primary point of contact for assigned operational accounts

Cross-Functional Collaboration

Work closely with operations specialists managing day-to-day activities for growth-focused accounts

Provide market intelligence and client feedback to product development and technical teams

Support onboarding of new key accounts by developing client-specific SOPs and communication protocols

Participate in quarterly business reviews and strategic planning sessions

Performance Expectations

This role's success will be measured through a combination of:

Revenue growth and expansion within assigned key accounts

Client retention and satisfaction within operationally managed accounts

Operational performance metrics (scheduling accuracy, audit completion, client satisfaction)

Contribution to overall Key Accounts team growth initiatives

Annual performance-based bonus eligibility is tied to achievement across these areas.

Required Qualifications:

Experience: 3-5 years in account management, client services, or operations coordination role

Minimum 2 years in operations, business development, or key account management

Proven track record of growing existing accounts and identifying expansion opportunities

Experience managing client relationships in a certification, auditing, compliance, or professional services environment preferred

Skills & Competencies:

Strategic Account Planning: Ability to assess client business needs and develop tailored growth strategies

Relationship Building: Proven ability to establish trust and credibility with senior client stakeholders

Consultative Sales Approach: Comfortable identifying client pain points and positioning solutions

Operational Excellence: Strong project coordination skills with attention to detail and deadline management

Communication: Excellent written and verbal communication; ability to present to executive audiences

Systems Proficiency: Advanced MS Excel, CRM/Salesforce experience, scheduling systems (Siebel preferred)

Standards Knowledge: Familiarity with ISO 9001, IATF 16949, or other certification standards a plus