Key Account Director

ISS•Los Angeles, CA

18h•Onsite

About The Position

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.

Requirements

Bachelor’s degree required
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

Nice To Haves

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

Responsibilities

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.
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.
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.
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.
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.
Build and grow the account and organization with an entrepreneurial mindset.
Anticipate client needs, deliver on those needs and exceed expectations.
Identify opportunities and solve for deficiencies before they become long term issues.
Adapt and pivot at a moment’s notice in a fast paced and demanding environment.
Be knowledgeable on current trends in FM, Facilities Management and Food industry.
Develop, manage agendas, and lead weekly management team meetings using provided online tools.
Effectively communicate, motivate and interact with all levels within the organization to help build and speak to the culture of ISS.
Create and develop relationships with local vendors, other department leads and individuals.
Manage client and customer relationships.