Remote Key Account Manager - Lead Growth & Ops

SupportYourApp; Wrocław; Remote; PLN 333.000 - 430.000; Vollzeit

Benefits dieser Stelle

Fully remote work

USD compensation

International environment

Referral bonuses

Work-life balance

Leadership development

Zusammenfassung

SupportYourApp is seeking an experienced Key Account Manager to own and grow a strategic client, reporting to the Chief Client Officer. You will lead cross-functional teams, negotiate agreements, and scale service delivery across multiple markets.

You will build scalable processes, expand coverage, and maintain high client satisfaction while managing governance, performance reviews, and strategic planning. This role offers remote collaboration with international hubs.

Qualifikationen

• English at C1 level or above.
• Hands-on experience in hospitality (hotels, travel, OTAs, or booking platforms).
• 2+ years leading operations, account management, service delivery, or customer success (24/7 teams).
• Track record of growing accounts and building processes (SOPs, QA, escalations).
• Experience with peak-season planning, service recovery, and workforce management.

Aufgaben

• Own the account's commercial results, operations, and reputation; lead ops calls, business reviews, and strategy sessions.
• Negotiate SLAs, KPIs, rates, and scope; coordinate with Legal and Finance on MSAs, SOWs, and amendments; secure headcount and training capacity.
• Turn vague asks into scoped, costed workstreams and handle escalations.
• Build and launch teams, including hiring, training, QA, reporting and go-live; expand language/time-zone coverage as needed.
• Create SOPs, escalation paths, QA criteria, and knowledge-base ownership; conduct root-cause reviews after misses.
• Plan for travel calendar; prepare team for peak seasons and disruptions; adapt support to guest journeys.
• Lead through leaders by developing team leads/supervisors and ensuring ongoing growth.

Kenntnisse

English proficiency

Hospitality experience

Account management

Leadership

Negotiation

CRM tools

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Jobbeschreibung

SupportYourApp is seeking an experienced Key Account Manager to own and grow a strategic client, reporting to the Chief Client Officer. You will lead cross-functional teams, negotiate agreements, and scale service delivery across multiple markets.

You will build scalable processes, expand coverage, and maintain high client satisfaction while managing governance, performance reviews, and strategic planning. This role offers remote collaboration with international hubs.