Key Account Manager

PHOENIX Safety Outfitters (PHNX) delivers turnout gear, clean/repair services, rental turnout gear, and uniforms with a focus on quality, timeliness, and customer service. Our van-based go-to-market strategy sets us apart from average PPE or uniform dealers.

About the role

As a Key Account Manager, you will drive customer retention and accelerate growth within existing accounts by expanding into new categories and solutions. This role is critical to our long-term growth strategy, focusing on developing account strategies, making strategic recommendations, and executing growth initiatives with minimal supervision.

Responsibilities

• Account Retention & Relationship Management
  • Serve as the primary strategic advisor for assigned key accounts, making recommendations and decisions on retention approaches.
  • Build, nurture, and expand executive-level and key stakeholder relationships.
  • Identify risks to customer satisfaction and retention; develop and execute mitigation plans.
  • Develop and implement account retention strategies aligned with company goals.
• Category Growth & Cross-Selling
  • Assess client business challenges and recommend solutions from the company’s portfolio.
  • Lead cross-selling and upselling strategies, including negotiating pricing and terms within guidelines.
  • Identify and qualify new category opportunities; create business cases to support growth initiatives.
• Strategic Planning & Execution
  • Own the development and execution of strategic account plans to meet customer goals and revenue targets.
  • Analyze data and customer insights to drive account performance.
  • Forecast, track, and report on key account metrics (renewals, expansions, revenue growth), adjusting strategies as needed.
• Collaboration & Internal Alignment
  • Serve as the primary advocate for the customer internally, prioritizing competing demands.
  • Collaborate cross-functionally to influence product development, marketing, and service delivery improvements.
  • Lead internal strategic account reviews and present account health, retention risks, and growth strategies to senior leadership.
• Leadership & Thought Partnership
  • Act as a strategic thought partner to customers, providing insights into industry trends and best practices.
  • Mentor and support other sales or account management team members on strategic selling and retention strategies.
  • Participate in cross-functional leadership teams focused on improving customer experience and retention.

Requirements

• Bachelor’s degree in business, sales, marketing, or a related field.
• 5+ years of experience in strategic account management, enterprise sales, or customer success, with a focus on retention and account growth.
• Proven track record of managing large, complex accounts and driving revenue growth.
• Ability to develop and implement strategic plans independently.
• Strong negotiation, consultative selling, and decision-making skills.
• Excellent communication, presentation, and analytical abilities.

Benefits

• Excellent medical, dental, and vision coverage (eligible the first day of the month after start date).
• 401(k) retirement plan with company contribution.
• Flexible benefits—choose what you like, ignore the rest.
• Generous employee discount.
• Vacation and personal time.
• Paid holidays.
• Tuition reimbursement.
• Daily pay; up to 50% of your pay.