• Drive revenue growth by identifying, positioning, and closing upsell and cross-sell opportunities across Zenoti’s add-on solutions and AI-powered products. • Develop deep, trusted relationships with C-level and senior stakeholders to align Zenoti with customers’ business strategies. • Build and execute strategic account plans that address customer objectives, operational challenges, and growth goals. • Act as a trusted advisor, guiding customers on business strategy, operational efficiency, customer experience, and expansion across locations and solutions. • Partner cross-functionally with Customer Success, Product, Marketing, and Services teams to deliver a seamless customer experience. • Monitor client health and usage metrics, surfacing opportunities for optimization and measurable ROI. • Maintain accurate forecasting, pipeline management, and account documentation in internal systems. • Stay ahead of industry trends, competitor activity, and emerging technologies to provide forward-looking guidance to clients.

• Develop a deep understanding of our business, our cloud management platform, support and services and how they help our clients, and their needs. • Maintain knowledge, context and ownership of the customers you are responsible for and own communication with the respective vendor teams in a way to show value and potential opportunities for revenue growth. • Manage customer-related support escalations to resolution, ensuring customer satisfaction is of the highest level. • Negotiate and close long-term commitments with key stakeholders, balancing the requirements of the customer, the vendor and the company's interests. • Identify New workload opportunities within Customer’s Cloud Environment / SaaS solutions. • Establish a regular cadence with the complete portfolio of your customers as part of your book of business. Balancing the requirements of large strategic customers and fast-growing emerging clients. • Help aggregate customer feedback that ensures our products & solutions closely align with customer needs and requests. • Provide customer feedback and requests to engineering teams to provide greater market/customer context and help prioritize deliverables within active development cycles. • Deliver regular quarterly reviews with customers, tracking active project timelines, projected spending on respective cloud platforms and feedback on DoiT support & engagement. • Identify Cost Optimization opportunities within the Customer Cloud environment. • Work with Cloud Vendors Sales Rep on mutual customers.

Role Description Provide excellent Key Account Management for designated global clients by nurturing stakeholder relationships, proactively identifying growth opportunities, and managing risk. Develop and implement KAM plans aligned with Global Exams Services’ strategy across school, professional, university, and English exams, delivering income and surplus growth against ambitious global targets through co-creating value with key clients. Main Accountabilities - Account & stakeholder management: - Develops and maintains strong relationships with School, Professional, University, and English exams clients through proactive engagement to understand needs and align services. - Plans and delivers KAM plans to achieve commercial and impact targets, conducts regular reviews, handles escalations, and acts as the client voice within the British Council. - Collaborates with Heads and account managers to deliver coordinated strategies for strategically important relationships. - Winning business: - Identifies growth, cross-selling, and upselling opportunities within key accounts. - Manages development and submission of high-quality, market-responsive proposals with internal stakeholders, ensuring governance compliance. - Handles contract negotiations, renewals, amendments, and represents the British Council in client presentations and negotiations. - Market & customer intelligence: - Monitors and evaluates client feedback to identify development opportunities and respond to risks in line with corporate priorities. - Participates in internal and external events, networks, and knowledge systems to share timely market and customer intelligence. - Supports product development and effective commercial planning. - Brand/product knowledge & promotion: - Maintains strong understanding of current and prospective products/services through working groups and peer networks to support business development. - Identifies promotional, marketing, PR, and outreach opportunities and makes evidence-based recommendations, including ROI analysis. - Applies industry standards, best practices, tools, and resources for professional key account management. - Commercial planning: - Negotiates global contracts within agreed commercial frameworks, standards, pricing, and governance, ensuring appropriate resource commitment and investment for growth. - Collaborates with senior management to develop systems for commercial data collation, analysis, forecasting, and planning. - Monitors performance against targets and investigates variances. - Leadership & management: - Sets and oversees delivery of workplans to achieve account objectives, coordinating across account management, functional, regional, and country teams to meet KPIs (quarterly to annual). - May provide line management to a small, potentially dispersed team. - Prioritises continuous learning and recommends training to strengthen key account management capability. Qualifications - Minimum with a bachelor’s degree in a relevant field or with a professional qualification. - Demonstrable experience in successful key account management for global products or complex services, including delivering complex services and solution-sales in education or other large sectors (e.g., financial services, medical, government). - Proven ability to proactively develop creative client-focused solutions, analyse markets, identify opportunities, respond to external changes, and deliver tangible business results. - Demonstrable strategic thinking with the ability to translate strategy into delivery plans, and experience developing, negotiating, monitoring, and enforcing high-value, complex contracts. Requirements - Having degrees in Business and/or Marketing & Sales area or equivalent qualification is desirable. - Knowledge of the global education sector and assessment industry, including Cambridge English Qualifications and UK qualifications/international schools/assessment technology markets. - Experience using Salesforce CRM or equivalent systems, and managing exam administration, operations delivery, and new technology deployment or change projects. - Demonstrated ability to add value to established propositions while supporting operational and service delivery improvements. Important Information - British Council Pay band: 8 - Contract type: Indefinite Contract - Location: UK - This role is open to candidates based in all UK locations - Proof of Identity requirements & right to work in the country: You must have the legal right to work in the stated location. Visa sponsorship and relocation assistance are not provided. - Closing Date: Tuesday, 12 May 2026 – 19:29 UK time / 23:59 IST Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

• Ability to prospect and create opportunities within assigned accounts • Manage and optimize the overall customer account experience • Demonstrate knowledge of the customer's business to better influence customer needs • Identify solutions that address customer needs and lead efforts to sell those solutions • Build and maintain relationships with key executives and decision makers • Understand and navigate the customer's buying process • Meet or exceed C&E's stated financial quotas and targets • Negotiate and close sales opportunities • Manage opportunities and transactions to ensure long-term stability and sustainability of the book of business • Demonstrate proficiency with C&E's methods and processes and contribute your own experience in the following: Account Planning, Opportunity Planning, Forecasting, Lead-to-Quote, Performance Management, Need-Based Sales Methodology • Keep your pipeline up to date in Salesforce.com • Keep end-user contacts updated in our database