Key Account Director

Key Account Director

Lead strategic partnerships. Drive growth. Deliver excellence.

At ISS, we connect people and places to make the world work better. We are seeking an accomplished Key Account Director to lead and grow one of our most strategic enterprise client portfolios. This executive leadership role is responsible for driving operational excellence, strengthening client partnerships, delivering financial performance, and creating long-term value for both ISS and our customers.

If you are a visionary leader who thrives in complex environments, excels at building executive relationships, and has a passion for delivering exceptional client experiences, we want to hear from you.

At ISS, our people create places that work, think, and give. We partner with some of the world's leading organizations to deliver integrated facilities services, workplace experience, engineering, food services, and support solutions that help businesses thrive.

As the Key Account Director, you will play a pivotal role in shaping the future of our client partnerships while leading high-performing teams and driving meaningful business outcomes.

As the Key Account Director, you will serve as the accountable leader for delivering best-in-class facility services for a high-profile client with a diverse portfolio of real estate and building types—including broadcast studios, Class A high-rise offices, and customer-facing environments. You will execute with a high-touch, hospitality-driven mindset, taking full ownership of end-to-end business operations and ensuring an exceptional client experience across all locations. Leading regional teams in fast-paced, production-driven settings, you will drive seamless operations, proactively anticipate needs, and resolve challenges with urgency and precision. In close partnership with production, operations, and leadership, you will optimize service delivery, minimize disruptions, and consistently deliver results that strengthen client relationships and drive overall account success.

Strategic Account Leadership

• Own the end-to-end strategy for a high-profile client.
• Develop and execute multi-year account growth and retention plans.
• Align customer objectives with ISS capabilities and strategic initiatives.
• Serve as a trusted advisor to executive and C-suite stakeholders.
• Identify and implement innovative approaches to evolve facilities management from a traditional cost center into a value-driving, revenue-generating function—leveraging amenities, services, and operational efficiencies to create measurable business impact.

Executive Relationship Management

• Build deep, multi-level client relationships across key decision-makers and influencers.
• Lead executive business reviews and strategic planning sessions.
• Navigate complex business challenges and high-priority escalations.
• Ensure alignment between customer goals and ISS performance.

Revenue Growth & Financial Performance

• Manage significant account portfolios with full P&L ownership.
• Achieve revenue, retention, and profitability objectives.
• Drive organic growth through upselling, cross-selling, and solution expansion.
• Partner with Finance and Operations to ensure forecasting accuracy and financial success.
• Identify and implement strategies that maximize value for both ISS and the client.

Operational & Service Excellence

• Lead teams responsible for delivering exceptional facilities management services.
• Ensure contractual compliance, governance, safety, and operational standards are met.
• Drive continuous improvement initiatives and operational innovation.
• Champion best practices that enhance client satisfaction and service performance.

Cross-Functional Leadership

• Collaborate with Operations, Sales, Finance, Legal, Marketing, Product, and Customer Success teams.
• Influence and align stakeholders across a complex matrix organization.
• Advocate internally for client needs and future service innovations.
• Foster a culture of accountability, collaboration, and high performance.

Risk Management & Client Retention

• Proactively identify business risks and implement mitigation strategies.
• Maintain strong customer health metrics and renewal performance.
• Ensure contract compliance and commercial integrity.
• Develop and execute retention strategies that strengthen long-term client loyalty.

Success in this role is defined by your ability to lead with full ownership and accountability while delivering a high-touch, hospitality-driven service experience that elevates both client satisfaction and operational performance. You bring a proven track record of driving transformational change in how clients manage their facilities—evolving from fragmented, self-managed models reliant on multiple vendors to an integrated, expert-led approach through a strategic facilities management partner with self-delivery capabilities. You excel at standardizing operations, improving service consistency, and enhancing visibility and control while maintaining agility in fast-paced, production-driven environments. With the media landscape increasingly operating at the intersection of technology and production, you are comfortable leading within environments that mirror the speed, complexity, and innovation of the tech industry—leveraging data, driving efficiency, and continuously advancing service strategies. Your ability to build trusted partnerships, anticipate client needs, and translate transformation into measurable business outcomes positions you to drive sustained account success.

Required: Bachelor's degree required, MBA or advanced degree preferred, 12+ years of experience in enterprise sales, key account management, or strategic customer leadership, Facilities Management, Integrated Facilities Services, Hospitality, or Food Service industry experience, experience managing large, complex enterprise portfolios exceeding $100M in annual revenue, proven success leading high-performing teams, strong experience managing multi-stakeholder solution-based engagements, demonstrated financial acumen including P&L management and deal structuring, exceptional executive communication and presentation skills.

Preferred: Experience managing global or multinational customer relationships, experience in movie, production and broadcast studios, background working within highly matrixed organizations, experience leading and influencing cross-functional teams without direct authority.

Core competencies: Strategic Planning & Execution, Executive Presence, Customer Relationship Management, Financial & Commercial Acumen, Negotiation & Deal Leadership, Operational Excellence, Change Leadership, Data-Driven Decision Making, Collaboration & Influence, Risk Management, Business Development, Client Retention Strategy.

You will partner closely with: Executive Leadership Teams, Operations Leadership, Finance & Commercial Teams, Sales & Business Development, Customer Success Teams, Legal & Compliance, Vendor Partners, Client Stakeholders and Executive Sponsors.

Physical demands & work environment: Fast-paced, client-facing environment, ability to manage competing priorities and deadlines, combination of office, client site, and travel responsibilities, frequent executive meetings and strategic planning sessions, sitting and computer work approximately 50% of the time, walking client sites and operational inspections approximately 50% of the time, ability to lift up to 10 pounds.

Join ISS If you are ready to lead transformational client partnerships, influence business strategy at the highest levels, and make a lasting impact with a global industry leader, we invite you to apply today. ISS Facility Services – Connecting people and places to make the world work better.

All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.

ISS offers full-time employees a variety of benefits, including medical, dental, life, and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $260,000.00 - $285,000.00. Final compensation will be determined based on experience and skills and may vary from the abovementioned range.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to influence the market positively wherever we operate.