Key Account Manager
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Job Description
Key Account Manager owning hospitality client accounts and scaling support teams. Leading operations, negotiations, service delivery, and performance for SupportYourApp.
Responsibilities:
- Own the account’s commercial results, operations, and reputation
- Run operations calls, monthly business reviews, and quarterly strategy sessions
- Report honestly to client leadership on performance and risks
- Negotiate SLAs, KPIs, rates, and scope with clients
- Collaborate with Legal and Finance on MSAs, SOWs, and amendments
- Secure internal headcount, hiring priority, tooling, and training capacity
- Turn client requests into scoped, costed, and staffed workstreams
- Handle difficult conversations regarding missed SLAs, escalations, and declined requests
- Set up new teams, including hiring, training, QA, reporting, and go-live
- Expand language and time-zone coverage across company hubs
- Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
- Lead root-cause reviews after serious service misses
- Prepare teams for peak seasons and disruptions
- Lead service recovery and adapt support to the guest journey
- Build team-lead and supervisor layers
- Manage attrition and engagement targets
- Develop at least one successor for account continuity
Requirements:
- English at C1 level or above
- Hands-on experience in hospitality, such as 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, launching new service lines or teams, and building processes from close to nothing
- Experience creating SOPs, QA, and escalation processes
- Experience with peak-season planning, service recovery, and workforce management, including 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
- CV submitted in English
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
- Culture built on trust, with no time-tracking requirements
- Specific benefits and work conditions defined in the engagement agreement; eligibility may vary for employees and independent contractors
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