Key Account Manager

About the role

UrbanChain is looking for a dynamic and results-driven professional to lead the charge in client engagement. This role offers an exciting opportunity to shape client relationships and contribute to the growth of the business. If you thrive in a fast-paced environment and are passionate about delivering outstanding client service, we encourage you to apply.

As a Key Account Manager at UrbanChain, you will be responsible for managing and growing relationships with key clients. You will play a critical role in ensuring client satisfaction, driving retention, and identifying new business opportunities.

Alongside core account management responsibilities, this role requires basic quantitative capability — enabling you to interpret client data, understand commercial performance, work with pricing/consumption data, and communicate insights confidently. Working closely with internal teams, you will develop and implement strategies that align with client needs and business objectives.

Commercial / Operational responsibilities

• Serve as the primary point of contact for key clients, ensuring their needs are met and expectations exceeded
• Develop and maintain strong, long-term relationships to drive client loyalty and retention
• Conduct regular client meetings to review performance, gather feedback, and identify opportunities for improvement
• Interpret client usage, tariff, and pricing data at a basic–intermediate level to support conversations with clients and internal teams
• Analyse portfolio-level consumption and cost trends to flag risks and opportunities
• Proactively address client concerns and ensure timely resolution of issues
• Support commercial decision-making with simple forecasting, spreadsheet analysis (Excel/Sheets), and basic financial modelling to inform retention and upsell opportunities

Reporting structure

This role reports into the Key Account Lead and coordinates closely with Growth, Marketing, Product, and Billing teams.

Key external stakeholders: This role is expected to own and nurture external stakeholder relationships with key clients, partners, and industry contacts.

Management & leadership responsibilities

• Mentor and support junior client managers, providing guidance and sharing best practices
• Contribute to the development of client management strategies and best-in-class service models
• Promote a client-centric culture within the team, fostering collaboration and innovation
• Encourage data-driven decision-making within the client management function by supporting adoption of simple analytical tools and approaches

Development expectations

UrbanChain is expecting a dynamic and client-focused senior to lead the UC client engagement charge. As the Key Account Manager, you will be responsible for gathering feedback from key accounts and developing UrbanChain’s client relationship management strategies. Personal growth in this role will lead to progressing advanced client management technical skills and enhancing a collaborative and client-centric culture.

Deliverables

Commercial

• Drive client account growth and ensure high client retention
• Use data-led insight to recommend commercial actions (e.g. consumption trends, tariff impacts, risk indicators)

Operational

• Execute client management strategies effectively
• Handle client inquiries via phone, email, and other channels
• Resolve client issues in a timely and effective manner
• Provide support to the Client Managers as needed
• Ensure accurate interpretation and communication of client consumption, billing, and pricing information

People

• Support team members in achieving their goals

Key responsibilities

• Identify and capitalize on opportunities for upselling and cross-selling additional UrbanChain products and services
• Collaborate with internal teams, including sales, marketing, billing, and product development, to deliver tailored client solutions
• Monitor client data, market trends, and industry developments to identify areas for growth and innovation
• Review client consumption profiles and simple cost/benefit models to guide account strategy
• Prepare and present detailed reports on client activity, satisfaction, and business impact to senior management
• Support business development efforts by leveraging key client relationships for referrals and expansion
• Ensure seamless onboarding and ongoing management of key accounts
• Work closely with cross-functional teams to optimize service delivery and operational efficiency
• Maintain up-to-date knowledge of UrbanChain’s offerings to provide expert guidance to clients
• Travel locally and nationally as required to strengthen client relationships

Education & experience

• Bachelor’s degree in Business, Marketing, Economics, Data/Analytics, or a related field (preferred)
• Proven experience in key account management, client management, billing, or a similar role within the energy, technology, or sustainability sector
• Demonstrated success in managing high-value client relationships and driving revenue growth
• Comfort working with numbers: able to interpret datasets, create basic forecasts, analyse trends, and explain financial implications to clients

Traits & skills

• Client-centric mindset — a strong focus on delivering exceptional client experiences
• Relationship building — ability to develop and maintain strong, trust-based relationships
• Strategic thinking — capability to align client needs with business goals for mutual success
• Basic quantitative analysis — comfortable using Excel or similar tools; able to manipulate datasets, spot trends, and sanity-check calculations; able to interpret pricing, usage, and billing data
• Commercial & financial acumen — understanding of margins, cost drivers, pricing impacts, and commercial levers
• Negotiation & conflict resolution — expertise in handling negotiations and resolving client concerns
• Communication skills — excellent verbal and written communication abilities
• Problem solving — analytical approach to identifying and addressing client challenges
• Attention to detail — precision in managing client accounts and operational processes
• Adaptability & resilience — ability to thrive in a dynamic and fast-paced environment