Remote Key Account Leader – Grow Global Ops & Teams

SupportYourApp; Kraków; Remote; PLN 195,000 - 293,000; Full time

Benefits offered by this job

Remote work

USD compensation

Referral bonuses

Health policy

Job summary

SupportYourApp is seeking a proactive Key Account Manager to drive client-led growth and oversee operations for a major global account. You will partner with the Chief Client Officer to shape strategy, lead cross‑functional teams, and ensure delivery excellence across markets.

In this role you’ll negotiate agreements, spawn new service lines, implement SOPs, and plan for peak periods while maintaining client trust and satisfaction. A dynamic, fully remote setup is supported.

Qualifications

• English at C1 level or above.
• Hands-on experience in hospitality, such as hotels or travel.
• 2+ years leading operations, account management, or service delivery.
• Track record of growing accounts or launching new service lines.
• Experience negotiating with client decision-makers.
• Proficiency with CRM, helpdesk and WFM tools (Zendesk, Salesforce, Intercom, Freshdesk).
• Ability to stay calm and decisive with partial information.

Responsibilities

• Own the account; manage commercial results, operations, and reputation.
• Negotiate SLAs, KPIs, rates, scopes; coordinate MSAs and SOWs.
• Turn requests into scoped, costed workstreams; handle escalations.
• Build and launch teams; hire, train, QA, and go-live; broaden coverage.
• Create SOPs, escalation paths, QA criteria, knowledge bases.
• Plan travel calendar; lead service recovery and adapt to guest journeys.
• Develop leadership layers; grow successors and maintain momentum.

Skills

English (C1)

Hospitality experience

2+ years leading operations

Account growth track record

Negotiation experience

CRM/Helpdesk/WFM tools

Calm under uncertainty

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp is seeking a proactive Key Account Manager to drive client-led growth and oversee operations for a major global account. You will partner with the Chief Client Officer to shape strategy, lead cross‑functional teams, and ensure delivery excellence across markets.

In this role you’ll negotiate agreements, spawn new service lines, implement SOPs, and plan for peak periods while maintaining client trust and satisfaction. A dynamic, fully remote setup is supported.