Key Accounts Manager (Strategic / Enterprise Accounts)

We are looking for a Key Accounts Manager to join us here at Sign in Solutions. The Key Accounts Manager is responsible for managing and growing relationships with the organization's most strategic enterprise customers. This role focuses on building trusted partnerships with executive stakeholders across our top 20 global customers, ensuring long-term retention, expansion, and global standardization of our platform.

The Key Accounts Manager acts as the strategic advisor and primary point of contact for these organizations, aligning customer goals with our solutions while driving adoption, expansion, and measurable business outcomes.

We offer solutions for visitor and contractor management, compliance tracking, workspace optimization, and scheduling. By leveraging automation and data-driven insights, we help businesses reduce risks while delivering exceptional experiences for employees and guests.

At Sign In Solutions, we believe in safe, secure, and welcoming workplaces. Our mission is to empower organizations create secure and productive environments where people thrive

Culture:

For us culture isn’t just a buzzword—it’s at the core of everything we do. We believe that fostering an inclusive and dynamic environment enables our team to do their best work. Our values guide our daily interactions and decisions

Customer First – We prioritize the needs of our customers in everything we do.

Respect & Dignity – We foster an inclusive, supportive, and diverse workplace.

Accountability & Empowerment – We take ownership and empower each other to succeed.

Honesty & Positivity – We communicate openly and celebrate wins, big and small.

We’re Here to Win – We push boundaries and strive for excellence.

What You Will Be Doing:

Strategic Relationship Management

• Serve as the primary relationship owner for the company's top 20 enterprise customers.

• Build and maintain strong relationships with executive sponsors, security leaders, IT teams, and operational stakeholders.

• Act as a trusted advisor helping customers achieve strategic objectives using our platform.

• Identify and mitigate champion risk by mapping multiple stakeholders per account and avoiding single points of failure.

Account Growth & Expansion

• Identify opportunities to expand adoption across locations, departments, and global operations.

• Drive upsell, cross-sell, and expansion opportunities within existing customers.

• Work with Sales to structure expansion opportunities and renewals that maximize long-term revenue.

• Develop and execute multi-year account growth strategies.

• Lead competitive defense and displacement strategies when customers are evaluating alternative vendors.

Global Standardization Strategy

• Partner with enterprise customers to standardize our platform across global locations.

• Identify gaps in tools, processes, or policies and develop roadmaps for enterprise-wide adoption.

• Align regional teams on a unified solution.

Critical Account Triage & Risk Management

• Own the rapid response for critical and at-risk accounts, including churn-risk assessment and recovery planning.

• Drive executive-level intervention when account health requires escalation.

• Coordinate product blocker resolution and technical debt remediation with Engineering and Product teams.

Customer Success & Retention

• Partner with CSMS to deliver Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with executive stakeholders.

• Monitor account health through multi-source intelligence including CRM data, product usage metrics, support trends, and call sentiment.

• Partner with Customer Success Managers on goals, objectives, and maturity milestones.

• Coordinate with Support, Product, and Implementation teams to resolve issues quickly.

Strategic Account Planning

• Create and maintain comprehensive account plans for each key customer.

• Track adoption, engagement, and growth metrics using cross-platform intelligence (e.g., Salesforce, Gong, Intercom, Athena).

• Forecast revenue growth, expansion pipeline, and renewal opportunities.

• Work with CSM and others as a team to define operating cadence: daily CRM and escalation monitoring, weekly stakeholder touchpoints and CSM syncs, monthly portfolio reviews, quarterly EBRs and health map refreshes, and annual portfolio audits.

Cross-Functional Leadership

• Collaborate with Sales, Customer Success, Product, Marketing, and Support teams to deliver exceptional customer outcomes.

• Serve as the voice of the customer internally, advocating for product enhancements and technical escalations.

• Drive pricing and commercial negotiations including MSA structuring, tiered pricing, and multi-year deals.

Key Skills:

• Executive relationship management and strategic account planning

• Enterprise sales, expansion strategy, and commercial negotiation

• Cross-functional leadership and customer advocacy

• Data-driven decision making and multi-source intelligence analysis

• Critical account triage and competitive positioning

Experience:

Required Experience

• 10+ years in enterprise or strategic account management.

• Proven track record managing large enterprise or Fortune 1000 accounts.

• Demonstrated ability to drive account expansion, global standardization, and multi-year strategic growth.

• Experience working with executive stakeholders and cross-functional teams.

• Strong understanding of enterprise SaaS or technology platforms.

• Experience navigating complex pricing negotiations, MSA structures, and multi-entity commercial agreements.

Preferred Experience

• Experience managing global enterprise customers across multiple regions (Americas, EMEA, APAC).

• Background in physical security, workplace technology, visitor management, or compliance-driven environments.

• Familiarity with regulated industries including defense contracting (FOCI, ITAR), customs compliance (CTPAT), or government security clearance environments.

• Experience with multi-source account intelligence tools (CRM, call analytics, support platforms, product usage data).