Account Manager

Introduction / What we do at Hereworks

Hereworks is a provider of commercial Smart Building & Technology solutions throughout Ireland and beyond. We offer end-to-end solutions including Smart Building Technologies, IoT, Audio Visual Solutions, Telecommunication Systems and much more. We are unique in our ability to provide an integrated approach to our clients’ needs, ensuring that client brand and communication goals are met in a powerful combination of relevant solutions.

What’s the opportunity? (Role)

We are looking for a commercially minded Key Account Manager who can combine relationship leadership, technical curiosity and disciplined service governance. You will own a portfolio of strategic managed service accounts, become a trusted client resource and use the capability of the wider Hereworks team to solve problems, improve performance and create sustainable account growth.

Our clients rely on Hereworks to manage a mix of direct and partner-delivered services across their workplaces and estates. The Key Account Manager gives each client one accountable relationship owner who can connect service performance, contract commitments, stakeholder priorities and future opportunities.

• You will be the client advocate inside Hereworks, while protecting the integrity and commercial performance of the account.
• You will give clients confidence through clear reporting, regular engagement and visible ownership of actions.
• You will help clients make informed decisions by bringing the right technical, operational and commercial colleagues into the conversation.
• You will convert trust and insight into retention, renewals and well-qualified growth.

You will manage key accounts across Ireland, with scope to support UK and wider European clients as the portfolio develops. The accounts may include Audio Visual and Smart Building managed services, combining technologies and services such as:

• Planned preventative maintenance and reactive maintenance
• Smart Building subject matter expertise and consultancy
• AV support, meeting-room technology and lifecycle planning
• Remote monitoring, service analytics and technology optimisation
• Partner platforms and services, including KODE Labs, XY Sense and Crestron XiO Cloud
• Other workplace technologies, integrations and managed services introduced through the client roadmap

The core proposition

This is not a passive relationship role. You will be accountable for retaining and growing your accounts. You will understand what the client is trying to achieve, translate that need into an actionable brief, mobilise the right technical and operational expertise, and lead the commercial conversation through to an agreed solution.

Benefits of joining us in the Account Manager Role

• Hereworks prides itself on its exceptional and motivated people and you will be joining a professional, warm, welcoming and enthusiastic team.
• The successful candidate will have the opportunity to work with a broad and diverse range of technologies.
• Hybrid Working Options
• Pension Scheme
• Income Protection and Death in Service scheme
• Great location - beat the commute to Dublin
• Membership of Employee Assistance Programme
• Excellent opportunity to advance your career and progress within the Group
• Competitive salary based on experience and qualifications

What will you be doing? (Responsibilities)

The client relationship

• Build credible relationships across Facilities, IT, Workplace, Operations, Procurement and leadership teams. Develop multi-threaded stakeholder coverage so the partnership is not dependent on one contact.

Account health and retention

• Maintain a current view of service performance, stakeholder confidence, risks, contract position, renewal timeline and actions. Identify issues early and coordinate an effective response.

Quarterly Business Reviews

• Plan and lead client-facing QBRs and service reviews. Present contract performance, SLA and service trends, major incidents, action progress, improvement activity, roadmap priorities and agreed next steps.

Contract performance and governance

• Understand the services, scope, responsibilities, SLAs and commercial commitments within each account. Ensure reporting is accurate, expectations remain aligned and actions have named owners and deadlines.

Account growth

• Own the account growth plan and opportunity pipeline. Identify unmet needs, frame the business problem, qualify the opportunity and mobilise Hereworks specialists to develop a deliverable and commercially sound solution.

The voice of the client

• Translate client needs, feedback and operational challenges into clear internal briefs. Close the loop by communicating decisions, commitments and outcomes back to the client.

Joined-up delivery

• Work across Customer Success, Service, Operations, Smart Buildings, Design and Solutions, Projects and Commercial teams. Support project-to-service handovers, mobilisation and continuous improvement.

Account planning and CRM discipline

• Maintain account plans, stakeholder maps, success plans, opportunity records, meeting notes, actions, forecasts and renewal milestones in the agreed company systems.

Commercial expectation

Selling is an essential part of this role. It should be consultative, evidence-led and grounded in genuine client need. The successful candidate will be comfortable initiating commercial conversations, asking direct questions, qualifying value and budget, progressing opportunities, contributing to proposals and maintaining momentum through to decision.

• Build an account growth plan for each strategic client, with priorities, whitespace, stakeholder strategy and next actions.
• Develop and maintain a credible pipeline of renewals, service expansions, consultancy and technology opportunities.
• Work with technical and commercial colleagues to turn a client problem into a defined scope, value proposition and proposal.
• Balance advocacy with commercial judgement. Be trusted by the client without becoming an uncritical messenger for every request.
• Own follow-through. Opportunities do not move forward solely because they have been handed to another internal

What do you need? (Requirements)

Technical level required

• You do not need to be the engineer in the room, but you must be technically credible. You should be able to understand a client’s environment, ask useful diagnostic questions, recognise dependencies and risks, and translate business or operational needs into a clear brief for Hereworks specialists.

Technical fluency, not technical theatre

• The role needs enough AV, Smart Building, IoT, workplace technology or managed services knowledge to lead a productive client conversation. Where deeper expertise is required, your strength will be knowing who to involve, giving them a high-quality brief and keeping ownership of the client outcome.

Essential experience

• Proven experience owning and growing B2B customer accounts in managed services, AV, Smart Buildings, IoT, workplace technology, facilities technology or a comparable enterprise technology environment.

Commercial ownership

• Evidence of retaining accounts, supporting renewals and creating revenue growth from existing customers. Comfortable with targets, pipeline management, proposals and commercial negotiation.

Technical and industry credibility

• A practical understanding of technology-enabled services and the confidence to discuss client environments, outcomes, scope, service performance and solution options without overstating your expertise.

Executive communication

• Strong presentation, writing and facilitation skills. Able to lead QBRs, communicate difficult messages, provide concise executive summaries and document decisions clearly.

Service and contract literacy

• Comfortable reading contracts, scopes of work and SLAs, interpreting performance data and distinguishing what is contracted from what is requested.

Stakeholder leadership

• Able to build rapport at operational and senior levels, navigate multiple interests, challenge constructively and gain commitment to actions.

Personal ownership

• Organised, proactive and dependable. You identify gaps, pursue actions and escalate intelligently rather than waiting for issues to resolve themselves.

Mobility

• Able to travel to client sites across Ireland and, when required, the UK.

Desired but not Essential

• Experience with service governance, incident management, mobilisation or project-to-service handover
• Experience with workplace analytics, occupancy technology, meeting-room systems, digital signage, building integrations or remote monitoring
• Experience supporting complex, regulated or high-profile enterprise clients
• Working knowledge of Customer Success planning, lifecycle planning and continuous service improvement
• Relevant qualifications or certifications in AVIXA, ITIL, customer success, account management, project management, engineering, technology or commercial management

Cultural Impact – Leadership at all Levels

At Hereworks, leadership is not just defined by a job title. It is demonstrated through the behaviours, decisions and actions we take every day. Everyone has a role to play in shaping our culture and bringing our Purpose Driven, People Powered and Performance Focused ethos to life, while modelling our Core Values of Quality, Client Commitment, Brilliance, Integrity and Sustainability.

The successful candidate will demonstrate our Leadership at All Levels behaviours by:

• Raising the Bar – Take pride in delivering quality, challenge good enough, and pursue continuous improvement.
• Communicating with Purpose – Share information clearly, ensure understanding, and align people around priorities.
• Being Accountable – Follow through on commitments, take accountability for outcomes, and focus on solutions.
• Learning and Improving – Stay curious, seek feedback, reflect and develop, and challenge constructively.
• Supporting Others – Build trust, show respect, help others succeed, and create psychological safety.
• Shaping the Future – Embrace change, contribute ideas, think beyond today, and build long-term capability.

Our commitment to learning, innovation, and growth is brought to life through Spark and Spark Learning. Spark is our innovation initiative, giving our people dedicated time and space to explore ideas, test new approaches, and improve how we work. Spark Learning is our approach to continuous professional development (CPD), supporting teams to build their skills, knowledge, and capability. Together, they give us time to learn, space to innovate and freedom to grow, strengthening both our teams and our business.

Practicalities

Salary: Depending on Experience

Location: Ireland Office (Ashbourne), Hybrid Working and Client sites as required.

Travel: Regular client travel across Ireland, with UK as required.