Key Account Manager
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Job Description
Key Account Manager owning client growth and hospitality support operations at SupportYourApp. Building teams, negotiating service agreements, and driving service quality in Bulgaria.
Responsibilities:
- Own the account's commercial results, operations, and reputation
- Run operations calls, monthly business reviews, and quarterly strategy sessions
- Report honestly on performance and risks to client leadership
- Negotiate SLAs, KPIs, rates, scope, MSAs, SOWs, and amendments
- Secure internal headcount, hiring priority, tooling, and training capacity
- Turn client requests into scoped, costed, and staffed workstreams
- Manage difficult conversations about missed SLAs, escalations, and declined requests
- Build and launch teams, including hiring, training, QA, reporting, and go-live
- Expand language and time-zone coverage across hubs
- Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
- Conduct root-cause reviews after serious service failures
- Prepare teams for peak seasons and disruptions
- Lead service recovery and adapt support to the guest journey
- Develop team lead and supervisor layers
- Manage attrition and engagement targets and develop successors
Requirements:
- English at C1 level or above
- Hands-on experience in hospitality, such as working in hotels, travel companies, OTAs, or booking platforms
- 2+ years leading operations, account management, service delivery, or customer success
- Experience running 24/7 teams of 100+ people through team leads
- Track record of growing accounts, including launching a new service line or team
- Experience building processes from close to nothing, including SOPs, QA, and escalations
- Experience with peak-season planning, service recovery, and workforce management
- Experience with forecasting, scheduling, occupancy, and shrinkage
- Confidence with CRM, helpdesk, and WFM tools such as Zendesk, Salesforce, Intercom, or Freshdesk
- Real negotiation experience with client decision-makers
- Ability to stay calm, organized, and decisive with incomplete information
Benefits:
- Providing services during business hours
- Opportunity to cooperate fully remotely
- Inclusive international environment
- Compensation in USD
- Rewards for referring friends
- Balance between project workload and personal time
- Internal health policy
- Responsive leadership interested in your growth and long-lasting cooperation
- Greenhouse conditions for self-development
- A culture built on trust, with no time-tracking requirements
- Specific benefits and conditions defined in the engagement agreement; some benefits may apply only to employees and independent contractors may not be eligible for all benefits
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