Key Account Manager

WHAT WE DO MATTERS:

At TKWW, we champion the power of celebration! Each year, we help millions of couples around the world celebrate the moments that make us. When you join our global team, you join a diverse group of individuals passionate about serving our couples and business partners in more than 15 countries worldwide —including The Knot, WeddingWire, Bodas, The Bash, The Bump, and more. We help people take celebration planning from inspiration to action. When you work for TKWW, you can be sure you will have a team working alongside you that doesn’t just care about the work you do but also the life that you live. We focus on the well-being and development of our employees through various opportunities and celebrate milestones and wins in a big way. After all, celebrations are what we do best.

ABOUT THE ROLE AND OUR TEAM:

As a Key Account Manager you’ll be responsible for managing & nurturing the relationships of our highest contract value clients at Hitched. You will look after a portfolio of mature accounts; which are considered our most profitable and valuable business partnerships. The Key Account Manager will be responsible for ensuring client satisfaction, and driving business growth. The ideal candidate will possess excellent communication skills, a strategic mindset, a highly professional attitude - plus a passion for delivering exceptional client service. This role requires a blend of leadership, client management, and account strategy to successfully meet client needs and exceed their expectations. This role will require the ability to travel, and the ideal candidate will possess a full UK driving license and be available to travel where necessary on a weekly/monthly basis. 

RESPONSIBILITIES:

• Develop and maintain strong, long-term relationships with key strategic accounts to ensure customer satisfaction, retention, growth and loyalty.
• Build relationships via a mixture of face-to-face meetings and virtual meetings, which will be factored into monthly KPI’s. In this role, we’d expect 6 monthly face-to-face meetings with your clients, plus meeting a virtual meeting &/or talk time KPI.
• Drive consistent revenue growth by identifying upselling and cross-selling opportunities within strategic accounts, working closely with your clients to mature their account potential through recommending the right products & solutions to drive success for their business. 
• Handling contract values of up to £100k per contract.
• Create and conduct tailored business reviews with your accounts to discuss performance, review business goals & manage their marketing health - this can be done via the f2f meetings or virtual meetings that you will hold with them.
• Collaborate with internal teams (sales, marketing, and support) to ensure a smooth and happy customer experience
• Proactively manage contract renewals and prevent churn by delivering exceptional service and value to clients.
• Address and resolve any client issues, escalations, or service gaps in a timely and efficient manner to minimise disruption.
• Stay informed of industry trends, competitor activities, and market changes to offer proactive solutions and insights to your clients.
• Continuously enhance skills and knowledge through professional development programs, workshops, and industry conferences/webinars.
• Track and report on all activity and results in our CRM, Salesforce, as well as ensure accurate customer account information.
• Maintain ownership and accountability of priority accounts to achieve monthly ACV targets
• Ensure adherence to all prescribed call metrics, meeting targets (face to face & virtual), and email campaigns.
• Remain 100% compliant with all data, record-keeping, and reporting requests.
• Other projects/duties as assigned.

SUCCESSFUL KEY ACCOUNT MANAGER CANDIDATES HAVE:

• Ideally 4+ years in a revenue-responsible role, working in an account management or sales environment
• Preferred experience working with targets or other individual metrics accountability environment 
• Experienced and confident presenter
• Comfortable with direct accountability for individual and team outcomes
• Proven influencing and problem-solving skills, negotiation capability at a high senior stakeholder level
• Excellent written and verbal communication skills
• Customer service and relationship building skills, including the ability to de-escalate sensitive conversations with customers via phone and email
• Thrives in a high-pace and collaborative team environment 
• Quantitative and analytical skills
• Comfortable with change, ambiguity, and decision-making with incomplete information
• Ability to prioritize and stay organized while balancing inbound client requests/questions and outbound proactive outreach

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!   

WHAT WE LOVE ABOUT YOU:

• You Dream Big. You iterate and experiment to drive innovation.

• You Love Our Users. You keep our global community at the center of everything you do.

• You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.

• You Hustle Every Day. You favor urgency and own your outcomes. 

• You Win Together. People are at the heart of our success and you play as a team.

WHAT YOU LOVE ABOUT US:

We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the “office”. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.

To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.

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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

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