Key Account Director

Lead Strategic Partnerships. Drive Growth. Deliver Excellence.

Lead. Innovate. Inspire.

At ISS, we connect people and places to make the world work better. We are seeking an accomplished Key Account Director to lead and grow one of our most strategic enterprise client portfolios. This executive leadership role is responsible for driving operational excellence, strengthening client partnerships, delivering financial performance, and creating long-term value for both ISS and our customers.

If you are a visionary leader who thrives in complex environments, excels at building executive relationships, and has a passion for delivering exceptional client experiences, we want to hear from you.

What You'll Do

Strategic Account Leadership

• Own the end-to-end strategy for one or more Tier 1 enterprise accounts.
• Develop and execute multi-year account growth and retention plans.
• Align customer objectives with ISS capabilities and strategic initiatives.
• Serve as a trusted advisor to executive and C-suite stakeholders.
• Identify opportunities to strengthen long-term partnerships and expand service offerings.

Executive Relationship Management

• Build deep, multi-level client relationships across key decision-makers and influencers.
• Lead executive business reviews and strategic planning sessions.
• Navigate complex business challenges and high-priority escalations.
• Ensure alignment between customer goals and ISS performance.

Revenue Growth & Financial Performance

• Manage significant account portfolios with full P&L ownership.
• Achieve revenue, retention, and profitability objectives.
• Drive organic growth through upselling, cross-selling, and solution expansion.
• Partner with Finance and Operations to ensure forecasting accuracy and financial success.
• Identify and implement strategies that maximize value for both ISS and the client.

Operational & Service Excellence

• Lead teams responsible for delivering exceptional facilities management services.
• Ensure contractual compliance, governance, safety, and operational standards are met.
• Drive continuous improvement initiatives and operational innovation.
• Champion best practices that enhance client satisfaction and service performance.

Cross-Functional Leadership

• Collaborate with Operations, Sales, Finance, Legal, Marketing, Product, and Customer Success teams.
• Influence and align stakeholders across a complex matrix organization.
• Advocate internally for client needs and future service innovations.
• Foster a culture of accountability, collaboration, and high performance.

Risk Management & Client Retention

• Proactively identify business risks and implement mitigation strategies.
• Maintain strong customer health metrics and renewal performance.
• Ensure contract compliance and commercial integrity.
• Develop and execute retention strategies that strengthen long-term client loyalty.

What Makes You Successful

You are a strategic thinker who combines business acumen with exceptional relationship-building skills. You anticipate client needs before they arise, inspire teams to perform at their best, and continuously seek opportunities to improve outcomes.

Success in this role includes:
• Growing strategic client partnerships
• Delivering revenue, retention, and margin targets
• Expanding share of wallet within enterprise accounts
• Building trusted executive relationships
• Driving customer satisfaction and loyalty
• Leading high-performing teams through change and complexity
• Creating innovative solutions that support client success

Qualifications

Required

• Bachelor's degree required
• MBA or advanced degree preferred
• Experience managing large, complex enterprise portfolios exceeding $50M in annual revenue
• Proven success leading high-performing teams
• Strong experience managing multi-stakeholder solution-based engagements
• Demonstrated financial acumen including P&L management and deal structuring
• Exceptional executive communication and presentation skills

Preferred

• Experience managing global or multinational customer relationships
• Background working within highly matrixed organizations
• Experience leading and influencing cross-functional teams without direct authority
• Facilities Management, Integrated Facilities Services, Hospitality, or Food Service industry experience

Core Competencies

• Strategic Planning & Execution
• Executive Presence
• Customer Relationship Management
• Financial & Commercial Acumen
• Negotiation & Deal Leadership
• Operational Excellence
• Change Leadership
• Data-Driven Decision Making
• Collaboration & Influence
• Risk Management
• Business Development
• Client Retention Strategy

Key Areas of Collaboration

You will partner closely with:

• Executive Leadership Teams
• Operations Leadership
• Finance & Commercial Teams
• Sales & Business Development
• Customer Success Teams
• Legal & Compliance
• Vendor Partners
• Client Stakeholders and Executive Sponsors

Physical Demands & Work Environment

• Fast-paced, client-facing environment
• Ability to manage competing priorities and deadlines
• Combination of office, client site, and travel responsibilities
• Frequent executive meetings and strategic planning sessions
• Sitting and computer work approximately 50% of the time
• Walking client sites and operational inspections approximately 50% of the time
• Ability to lift up to 10 pounds

Join ISS

If you are ready to lead transformational client partnerships, influence business strategy at the highest levels, and make a lasting impact with a global industry leader, we invite you to apply today.

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 $260000.00 - $285000.00 . Final compensation will be determined based on experience and skills and may vary from the abovementioned range.