Key Account Director

ISS•Burbank, CA

10d•$260,000 - $285,000•Hybrid

About The Position

ISS is seeking an accomplished Key Account Director to lead and grow one of its 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 its customers. The role requires a visionary leader who thrives in complex environments, excels at building executive relationships, and has a passion for delivering exceptional client experiences. At ISS, the company partners with leading organizations to deliver integrated facilities services, workplace experience, engineering, food services, and support solutions. As a Key Account Director, the individual will play a pivotal role in shaping the future of client partnerships while leading high-performing teams and driving meaningful business outcomes.

Requirements

Bachelor's degree required
12+ years of experience in enterprise sales, key account management, or strategic customer leadership
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

Nice To Haves

MBA or advanced degree 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

Responsibilities

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.
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.
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.
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.
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.
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.
Adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures.