Hannah Laney

I am a dedicated and results-driven professional with extensive experience in key account management, sales, business development, event management and customer service. Currently working as a Key Account Manager at KBO Fire & Security Ltd, I manage a substantial portfolio of key clients, overseeing all aspects of account management, service delivery, contract management and client relationships. I have a proven ability to build and maintain strong client relationships, manage competing priorities, coordinate complex operational requirements and resolve issues effectively.

With a strong commercial understanding and a proactive, solutions-focused approach, I take pride in delivering excellent customer service, identifying opportunities for business growth and driving improvements in processes and service delivery. I bring excellent written and verbal communication skills, strong organisational abilities and the confidence to liaise with clients, senior management and operational teams at all levels. I am passionate about building lasting business relationships and delivering results that benefit both the client and the organisation.

Key Accounts Manager - KBO Fire & Security

(2025-07)

• Manage a portfolio of approximately 290+ key accounts, acting as the main point of contact for clients and maintaining strong, long-term business relationships.
• Oversee the day-to-day management of key client accounts, ensuring service delivery, customer satisfaction and contractual obligations are met.
• Coordinate planned preventative maintenance (PPM), reactive callouts, remedial works and engineer attendance across multiple client sites.
• Liaise with Service Managers, Technical Managers, engineers, subcontractors and internal departments to ensure the smooth delivery of services.
• Manage client enquiries, service issues and escalations, taking ownership through to resolution.
• Prepare, issue and manage quotations for remedial works, additional equipment, upgrades and contract variations.
• Monitor outstanding jobs, quotations, purchase orders and invoices, working closely with clients and internal Accounts teams to ensure timely progression and billing.
• Oversee contract renewals, price reviews, service agreements and ongoing maintenance requirements.
• Coordinate new client and site takeovers, including fire alarm, intruder alarm, CCTV, access control and monitoring arrangements.
• Manage relationships with third-party providers, monitoring stations and specialist subcontractors.
• Maintain accurate client records, job notes, service histories and contractual information across internal systems.
• Monitor outstanding works and service schedules, identifying potential issues and implementing solutions to improve operational efficiency.
• Work closely with the wider management team to improve processes, strengthen communication and enhance the overall customer experience.
• Identify opportunities to develop existing accounts, secure additional works and support business growth.

Events Manager - Farnham House Hotel

(2024-12 - 2025-07)

• Cold call corporate organisations to increase conference business
• ‘Sell Space’ for conferences, weddings, parties, wakes etc
• Complete in depth event sheets for all functions, ensuring all details are covered for all departments
• Prepare and send contracts and take deposits for all bookings, ensuring final details and payment before event
• Oversee the set up of all events
• Follow up to each event for feedback to learn and improve for future events
• Account manage all previous bookings to ensure repeat bookings, keeping the pipeline continually growing
• Work closely with all departments in the hotel to achieve maximum customer satisfaction
• Reply to all emails and enquiries quickly and promptly to build a relationship of trust with each client
• Attend networking events to grow brand awareness and build contacts
• Manage social media posts for LinkedIn, Instagram, Facebook and all external wedding sites

Recruitment Business Manager - Highpoint Recruitment

(2024-01 - 2024-12)

• Headhunted for this role
• Lead source UK SME’s to continuously increase pipeline and introduce Highpoint services
• Strong negotiating with our Terms of Business contracts for each individual client
• Account management to ensure customer satisfaction and look for new opportunities
• Sourcing candidate CVs and liaising with clients to book 1st interviews with Highpoint and following interviews with clients
• Conducting thorough stage 1 interviews to ensure only best matched candidates are put forward to our clients
• Liaise with top line decision makers and manage the PSL process
• Attend networking events to grow brand awareness and build local contacts
• Manage social media posts for LinkedIn and Facebook

Senior Recruitment Business Manager - Bramah HR

(2023-06 - 2023-12)

• Headhunted for this role
• See responsibilities at Highpoint Recruitment
• Made redundant

Senior Sales Executive - CV Library

(2021-12 - 2023-06)

• Head hunted for this role
• Cold calling medium, large and corporate businesses to introduce the CV Library product
• Build strong relationships with high level decision makers for budget spend
• Running database demonstrations for prospective clients
• Account management to ensure customer satisfaction and look for upsell opportunities
• Manage the renewal process for all 12 month clients
• Work to individual monthly revenue targets
• Lead source to continuously increase pipeline for current and future months
• Help support new team members with their orientation

Senior Business Development Mgr - SCL Education Group

(2019-02 - 2021-12)

• Approaching new schools via cold calling to introduce the SCL services
• Contract management - developing and delivering new contracts to meet the needs of the individual business
• Working closely with SCL Legal on customer contracts
• Building and presenting proposals, following up to close the sale
• Account management of existing schools, establishing and building partnerships leading to continued business and upselling opportunities for additional services
• Maintaining an accurate and up to date CRM system
• Working closely with the Regional Managers looking at effective areas for business growth
• Continuously growing and maintaining the key accounts/Executive Trust relationships as the SCL Primary expert
• Assisting the recruitment team with carrying out the first interview stage with Primary candidates
• Point of contact for the HAF Programme, liaising with heads of local county councils

Senior Account Manager - Boomerang Media

(2014-06 - 2019-02)

• Maintaining existing clients through effective account management
• Full responsibility managing the relationship and upselling on National Key Accounts to increase their revenue spend year on year
• Generate new business leads through effective cold calling
• Liaising daily with CEO's, Marketing Directors and their team members
• Forecasting financials for end of week/month/quarter/year
• Constantly maintaining the client CRM system and effectively using it on a daily basis
• Responsibility for designing and training the team on new procedures to improve business performance
• Training and mentoring new team members

Career break to raise family

(2011-07 - 2014-06)

Senior Sales & Events Manager - Oak Park Golf Club

(2007-03 - 2011-06)

• Specifically headhunted for this role from The Royal Berkshire Club
• Managing the full life cycle of weddings, golf societies, corporate functions and charity events
• Conducting club tours and face to face meetings
• Additional responsibilities acting up to cover sales and events at additional venues in the chain
• Duty Manager responsibilities to ensure successful events, managing the F&B team
• Planning outreach and new incentives to generate new business leads
• Corporate account management to ensure regular bookings and to grow the accounts

Sales, Events & Retention Manager - Royal Berkshire Racquets Club

(1998-06 - 2007-03)

(Flagship venue)

• Responsible for a membership sales & retention team of x6
• Overseeing additional venue sales and events and training new Sales (Events) & Retention Managers
• Duty Manager responsibilities overseeing the running of the club and all departments during my shift
• Organising and running external events (birthday parties, Christmas functions etc), members social events (summer party, Halloween, Christmas party and Christmas Fayre) and charity events, working closely with the F&B team, adhering to a budget
• Conducting club tours and face to face meetings
• Negotiating contracts with the club suppliers
• Creating and implementing campaigns to grow the club’s membership base and external events bookings
• Submitting financial reports to Head Office, meeting strict deadlines
• Responsible for collecting membership fees each month via the direct debit online system