Key Account Manager -Belfast Based

Key Account Manager (Belfast based) Due to continued growth and the expansion of our enterprise customer base, TeamFeePay is recruiting a Key Account Manager to oversee and develop strong relationships with our Large Club portfolio. As a Key Account Manager at TeamFeePay, you will be responsible for managing, retaining, and growing relationships with our most strategic clubs. You will act as a trusted advisor, ensuring clubs maximise value from the TeamFeePay platform while delivering outstanding customer experience, high satisfaction, and long-term retention. This role combines strategic account management, customer advocacy, and continuous improvement leadership, working closely with internal teams to ensure our largest clubs are fully supported and successful. Company Purpose TeamFeePay is a software platform for football clubs, helping club committees and volunteers with their club development needs and day-to-day management. Our software and account-managed service supports clubs with our 5-Pillar Club Development approach.

• Finance
• People
• Governance
• Facilities & Equipment
• Football

TeamFeePay – Employee Benefits

• A collaborative and supportive culture and working environment with regular social and charity events
• Competitive salary
• Vitality healthcare
• Death in Service
• Wellbeing hub
• Standard pension and holidays
• Professional development opportunities.

Main ResponsibilitiesStrategic Account Management

• Own and manage a portfolio of Large / Key Clubs, acting as the primary point of contact and trusted partner.
• Build strong, long-term relationships with senior club stakeholders, understanding their strategic objectives and operational challenges.
• Ensure clubs receive a consistently high level of service and support aligned with their size, complexity, and needs.

Customer Experience & Retention

• Maintain exceptional customer satisfaction levels across your portfolio, using feedback and data to proactively address risks.
• Drive account retention, with a clear objective to keep annual churn below 1% across Key Accounts.
• Proactively identify and resolve issues, escalating where necessary to ensure rapid and effective outcomes

Communication & Engagement

• Deliver clear, timely, and relevant communications to your portfolio of clubs, including product updates, service enhancements, and operational changes.
• Maintain a structured and proactive communication cadence with each key account.

Growth & Value Realisation

• Identify opportunities to expand account value through a needs-led approach, ensuring clubs adopt relevant TeamFeePay products and services.
• Work closely with clubs to ensure they fully utilise the platform and realise measurable value from TeamFeePay.

Data, Reporting & Insight

• Monitor account health, platform usage, and engagement metrics to identify risks and opportunities.
• Prepare and present regular reports on account performance, satisfaction, retention, and growth.

Cross-Functional Collaboration

• Work closely with Customer Experience, Product, Sales, and Operations teams to ensure key account needs are understood and delivered.
• Act as the voice of the customer internally, providing insight to inform product and service improvements. Leadership & Continuous Improvement
• Champion a culture of continuous improvement across the Key Account Management function.
• Share best practice, processes, and learnings to improve consistency, efficiency, and customer outcomes across the team.
• Support the development of account management standards, playbooks, and ways of working.

Essential Criteria

• Proven experience in Key Account Management, Customer Success, or Strategic Account roles
• Strong ability to build trusted relationships with senior stakeholders
• Demonstrated success in driving customer satisfaction, retention, and account growth
• Excellent communication, organisation, and stakeholder management skills
• Data-driven mindset with the ability to interpret insights and act proactively
• Track record in driving change across a scaling team
• Interest in grassroots or community football (desirable but not essential)

This job description is not intended to be exhaustive, but to define the fundamental purpose, responsibilities, and scope of the role. The post holder may be required to undertake additional reasonable duties as required by line management