Position Key Account Manager (KAM) Experience Minimum 9+ Years Educational Qualification B.Tech / B.E. – Electrical or Mechanical Engineering Job Location – Mumbai Role Overview We are looking for an experienced and result-oriented Key Account Manager to manage and deliver integrated facility management services for key clients. The role requires strong technical knowledge along with hands-on experience in soft services, operations management, client relationship management, vendor management, compliance, and team leadership. The Key Account Manager will be responsible for ensuring high-quality service delivery, maintaining client satisfaction, achieving operational and financial targets, and identifying opportunities for business growth within assigned accounts. Key Responsibilities 1. Key Account & Client Management  Manage strategic/key client accounts and act as the primary point of contact for all facility management requirements.  Build and maintain strong, long-term relationships with clients and stakeholders.  Conduct regular client meetings, service reviews, and performance discussions.  Understand client requirements and ensure timely resolution of concerns and escalations.  Drive customer satisfaction and improve client retention. 2. Facility Operations Management  Oversee end-to-end Integrated Facility Management Services (IFMS) across assigned sites.  Ensure effective delivery of both technical and soft services.  Monitor facility operations, housekeeping, security coordination, landscaping, pest control, waste management, pantry services, and other support services.  Ensure facilities are maintained as per agreed SLA/KPI standards.  Conduct regular site inspections and audits to ensure service quality. 3. Technical Services  Supervise and provide guidance on MEP services, including electrical systems, HVAC, DG sets, pumps, plumbing, fire & life safety systems, BMS and other critical infrastructure.  Ensure preventive and corrective maintenance is carried out as per schedules.  Monitor equipment performance, breakdowns, energy consumption, and maintenance costs.  Ensure compliance with statutory and safety requirements. 4. Soft Services Management  Manage and monitor housekeeping, security coordination, landscaping, pest control, waste management, front office/helpdesk and other soft services.  Establish service standards and monitor manpower productivity.  Conduct quality audits and implement corrective actions.



 Ensure hygiene, cleanliness, safety and workplace standards are consistently maintained. 5. Team & Manpower Management  Lead and mentor facility management teams, including engineers, supervisors, housekeeping and other service staff.  Ensure optimum manpower deployment and productivity.  Prepare duty rosters, manpower plans and performance assessments.  Conduct training and development programs for operational staff.  Manage employee discipline, attendance and performance. 6. Commercial & Financial Management  Prepare and monitor annual operating budgets for assigned accounts.  Control operational costs and improve account profitability.  Monitor billing, collections, manpower costs, consumables and vendor expenses.  Identify opportunities for cost optimization and energy conservation.  Ensure commercial commitments and contractual requirements are met. 7. Vendor & Contract Management  Manage third-party vendors and service partners.  Monitor vendor performance against agreed SLAs and KPIs.  Ensure timely renewal and compliance of vendor contracts and statutory documents.  Evaluate vendor performance and implement improvement plans where required. 8. Compliance, Safety & Risk Management  Ensure compliance with applicable statutory, legal, environmental, health and safety requirements.  Maintain required licenses, permits, records and documentation.  Conduct safety inspections, risk assessments and emergency preparedness drills.  Ensure adherence to company policies, client SOPs and statutory regulations. 9. Reporting & Performance Monitoring  Prepare and present MIS, operational dashboards and monthly performance reports to clients and senior management.  Track SLA/KPI performance and initiate corrective and preventive actions.  Monitor customer complaints, response times, closure rates and service quality.  Conduct regular management reviews and provide actionable recommendations. 10.



Business Development & Account Growth  Identify opportunities for cross-selling and upselling additional facility management services.  Support proposals, quotations, presentations and client negotiations.  Develop opportunities within existing accounts and contribute to revenue growth.  Maintain awareness of market trends and emerging facility management solutions. Required Skills & Competencies  Strong knowledge of Integrated Facility Management Services (IFMS).  Excellent understanding of both technical and soft services.  Strong client relationship and stakeholder management skills.  Excellent leadership and team management abilities.  Solid knowledge of SLA/KPI-based service delivery.  Good commercial and financial understanding.  Vendor and contract management skills.  Strong analytical, problem-solving and decision-making capabilities.  Excellent communication, presentation and negotiation skills.  Proficiency in MS Office, MIS and facility management systems.  Ability to manage multiple sites/large teams and work under pressure. Preferred Experience  9+ years of overall experience in Facility Management, preferably with experience in managing large corporate, commercial, IT/ITES, industrial, residential or institutional facilities.  Strong exposure to soft services and integrated facility management is essential.  Experience in managing key accounts and large client portfolios will be preferred.  Experience in budget management, P&L; responsibility and business development will be an advantage. Key Performance Indicators (KPIs)  Client satisfaction and retention  SLA/KPI compliance  Service quality and audit scores  Account profitability and cost optimization  Complaint resolution and response time  Manpower productivity and attrition  Vendor performance  Statutory and safety compliance  Revenue growth / account expansion  Timely submission of MIS and reports Reporting Ideal Candidate Profile The ideal candidate should be a B.Tech/B.E. Electrical or Mechanical Engineer with 9+ years of facility management experience, including significant exposure to soft services and integrated facility management. The candidate should have demonstrated experience in managing key client relationships, large operational teams, vendors, budgets and service delivery while maintaining high standards of customer satisfaction and operational excellence. Mob – (phone hidden) Email - [email protected]

📌 Key Account Manager (Mumbai)
🏢 Happiest Resume
📍 Mumbai