Strategic Key Account Manager - Global Operations

SupportYourApp; Innsbruck; Remote; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Fully remote cooperation

Inclusive international environment

USD compensation

Job summary

SupportYourApp is seeking a proactive Key Account Manager to own the client relationship, drive commercial results, and lead ops for a high-growth account. You will negotiate SLAs, scopes, and contracts, coordinating with Legal and Finance on MSAs and SOWs, while ensuring staffing, tooling, and training capacity.

You will build and launch client teams, expand language and time-zone coverage, and implement SOPs and QA processes to maintain service quality.

Qualifications

• 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.
• Track record of growing accounts, such as launching a new service line or team, and building processes.
• Experience with peak-season planning, service recovery, and workforce management, including forecasting, scheduling, occupancy.
• 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 partial information.

Responsibilities

• Own the account, manage commercial results, operations, and reputation.
• Negotiate SLAs, KPIs, rates, and scope; manage MSAs, SOWs, amendments with Legal and Finance.
• Secure headcount, hiring priority, tooling, and training capacity.
• Turn requests into scoped, costed workstreams and handle escalations.
• Build and launch teams, hire/train/QA/report/go-live and expand coverage.
• Create SOPs, escalation paths, QA criteria, knowledge base ownership, shift handovers.
• Plan for peak seasons, service recovery, and adapt to guest journey.

Skills

English (C1+)

Leadership experience

Account growth experience

CRM familiarity

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp is seeking a proactive Key Account Manager to own the client relationship, drive commercial results, and lead ops for a high-growth account. You will negotiate SLAs, scopes, and contracts, coordinating with Legal and Finance on MSAs and SOWs, while ensuring staffing, tooling, and training capacity.

You will build and launch client teams, expand language and time-zone coverage, and implement SOPs and QA processes to maintain service quality.