Account Manager

Department: Service - Pre-construction

Employment Type: Full Time

Location: London

Harmony is on a mission to be the best life safety partner to work with and for. Rated an ‘Outstanding Employer’ by Best Companies in 2025, we are only getting bigger and stronger — and we’re looking for A-players to help us get there.

We are passionate about making a difference and obsessed with quality. Our goal is to build a world where every resident can sleep safely at night, knowing their home is 100% safe.

The Account Manager (Service) is responsible for owning and growing a portfolio of named client accounts within Harmony Fire’s Service function, ensuring Harmony Fire is positioned as the life safety partner of choice. The role builds long-term, trusted relationships with key client stakeholders, driving retention, renewal and organic growth across fire safety, life safety and lightning protection services.

Working closely with the Service function, sales and delivery teams, the Account Manager ensures a seamless, joined-up customer experience from initial handover through to ongoing account management, identifying and converting cross-sell and upsell opportunities while maintaining commercial discipline across pricing, margin and contract terms.

Key Responsibilities

• Own and grow a defined portfolio of named client accounts across fire safety, life safety and lightning protection.
• Build long-term, trusted relationships with key client stakeholders, positioning Harmony Fire as the life safety partner of choice.
• Identify, develop and convert cross-sell and upsell opportunities within existing accounts.
• Manage contract renewals and retention, protecting and growing recurring revenue across the portfolio.
• Own commercial performance of accounts, including pricing, margin and profitability, working within agreed financial parameters.
• Act as the single point of escalation for named accounts, owning client queries, issues and complaints through to resolution and pulling in the right internal teams as needed.
• Schedule and lead regular client meetings and account reviews, tracking performance against KPIs/SLAs, agreeing actions and following through to resolution.
• Work closely with Service, Small Works and delivery teams to ensure a seamless, joined-up customer experience.
• Develop and maintain account plans for key clients, including growth targets and stakeholder maps.
• Prepare and present commercial proposals for account growth opportunities, working with sales and estimating colleagues.
• Track and report account performance, pipeline and forecasts using CRM/service management software.
• Ensure account records, contract terms and documentation are accurate, complete and kept up to date.
• Support the handover of new business wins from sales into ongoing account management.
• Identify and mitigate account risk, whether financial, commercial or relationship based.
• Represent Harmony Fire at client review meetings, reporting on KPI and SLA performance.
• Collaborate with marketing and business development colleagues to identify further opportunities within named accounts.
• Represent the Harmony Fire brand at industry events and within key client relationships.
• Drive client NPS scores across the portfolio, acting on feedback to continuously improve the customer experience.

Skills, Knowledge & Expertise

• An A-player mindset — high standards, extreme ownership and the drive to do things properly, the first time.
• Proven track record in account or relationship management, ideally within fire safety, facilities management or a related built environment sector.
• Experience managing a portfolio of B2B accounts with demonstrable growth in revenue and retention.
• Strong commercial acumen, with experience managing account P&L, pricing and margin.
• Strong stakeholder management skills across client and internal teams, including running structured client meetings and reviews.
• Experience using CRM or service management software (ideally SimPRO or Salesforce).
• Highly customer-focused, with a consultative approach to account growth.
• Resilient — owns issues, resolves them, and learns lessons so they do not happen again.
• Commercially astute and financially numerate — able to operate from a strategic to an operational level.
• Strong relationship-builder with excellent communication skills, able to talk at a technical level and in plain language as appropriate.
• Collaborative team player who works well across functions to deliver a seamless customer experience.
• Understanding of fire safety, life safety and/or lightning protection legislation and standards (desirable but not essential).
• Full UK driving licence — this is a national role requiring regular travel to client sites, London and Yeovil.

Job Benefits

This is a chance to own a growing portfolio of client accounts at one of the UK’s fastest growing fire safety specialists — with the autonomy to build deep client relationships, drive real revenue growth, and be part of a business that genuinely makes a difference. At Harmony, we ask a lot — and we give a lot back. The hours are real, the standards are high and the work is demanding, but for those who show up, deliver and go the extra mile, the rewards follow. A-players here enjoy a competitive salary, a company vehicle or car allowance, a Personal Development Plan with ongoing training and mentoring, unlimited holiday, a bonus scheme paying up to 50% of annual salary, enhanced maternity and paternity, lunch, snacks and refreshments on us every day at the office (fresh fruit and Takeaway Friday included), a team social budget, cycle to work, an auto-enrolment pension, two major company events a year and our Reward and Recognition scheme — including European mini-breaks for those who go above and beyond. It is a collaborative, high-energy environment focused on doing things the right way — and none of it is a perk for showing up; it’s what we share with the people pulling the business forward.

Harmony is an equal opportunity employer. We consider all applicants for employment regardless of age, disability, sexual orientation, gender identity, family or parental status, race, colour, nationality, ethnic or national origin, religion or belief. We want everyone who works with us to feel valued and to make a difference.